PetSmart Charities
Retail Customer Service Supervisor
PetSmart Charities, Daly City, California, United States, 94013
Overview
Retail Customer Service Supervisor (Key Holder) at PetSmart Charities. Location: Daly City, California. Job is full-time with benefits. This role provides exceptional pet parent service while upholding the company’s vision, mission, values, and strategy. Job Summary
PetSmart’s Experience Lead (Retail Customer Service Supervisor) provides exceptional pet parent service and drives the pet parent experience strategies through loyalty and promotions, and pet parent interaction throughout the store while achieving targeted results. This role has shared responsibility for safety, store cleanliness, merchandising, and associate engagement. Essential Responsibilities
Job responsibilities include, but are not limited to, and may vary by store characteristics and needs. People Leadership
Facilitates the associate experience and supports development, including training, onboarding, mentoring, coaching for growth, and contributing to performance reviews, disciplinary actions, and promotions. Validates completion of assigned operational messages and engagement video compliance. Supports Services businesses as needed when the Experience Leader is not available. Delegates and validates completion of daily tasks. Leads and directs associates when acting as the Leader on Duty. Addresses and administers associate complaints and grievances. Recognizes and celebrates associates driving overall engagement. Brand Integrity And Store Experience
Responsible for pet parent experience and outcomes via phone, in person, or online; responds to pet parent concerns. Promotes and coordinates store events and marketing for Adoptions, Vet partnerships, and Shot Clinics. Responsible for live pet sales and pet adoptions. Supports monthly live cycle counts and addresses discrepancies. Recommends, informs, and sells merchandise and services; promotes pet parent facing initiatives. Prepares online orders for pick-up and ensures a smooth, positive pick-up experience. Backup to operate POS systems and handle cash transactions with accuracy and policy compliance. Maintains store standards and fosters a culture of empowerment by complying with policies and code of ethics. Ensures a safe environment for associates, pets, and pet parents. Takes immediate action and reports when a sick/injured pet is identified in-store; transports to the vet as needed. Maintains cleanliness of the sales floor, adoption center, breakroom, and restrooms. Participates in store opening and closing procedures to uphold brand promise. Assists in other departments as required. Other duties may be assigned. Follows all company policies and procedures. Qualifications
2+ years of retail experience in a customer-focused environment. Leadership experience preferred. Full-time availability; flexibility in schedule; able to work evenings, weekends, and holidays as needed. Proficiency in computer applications. Strong written and verbal communication skills. Ability to react under pressure and maintain composure. Strong organizational skills and attention to detail. Supervisory Responsibility
No direct reports, but guidance and development of other associates is expected. Provides feedback on associate performance to direct supervisor. Acts as the Leader when other Leaders are not in the store; supervises associates, assigns tasks, and addresses concerns. Physical Demands And Work Environment
Stand, walk, climb a ladder, and use hands for handling tasks; frequent reaching, stooping, kneeling, crouching, talking and hearing. Depth perception required. Reasonable accommodations provided as needed. Lift up to 50 pounds frequently and up to 100+ pounds occasionally with team lifts. Vision requirements include depth perception. Exposure to moving mechanical parts, pet hair, moderate noise; may be exposed to live animals. Benefits
Paid weekly Full-time hours Health benefits: medical, dental, vision 401k Tuition assistance Associate discounts and perks Paid time off for full-time associates Career pathing Development opportunities Do What You Love
Join us for a chance to make a meaningful impact every day. Whether it’s helping a customer choose their first fish, celebrating a pet’s birthday, or seeing a pet parent’s smile after a groom—you’ll create moments that matter. PetSmart values diversity and the unique perspectives of its associates. Apply Now! Note: This job description is intended to describe the general nature and level of work involved. Exact duties and responsibilities may vary. Pay will be based on experience, training, skills, and store location. This position is eligible for benefits as described at https://benefits.petsmart.com/us/. PetSmart is an equal opportunity employer and selects applicants without regard to race, color, religion, sex, age, national origin, disability, or other protected characteristics. Applicants must be over 18 (except where required by law). For some locations, fair chance ordinances may apply. Similar Jobs available for reference.
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Retail Customer Service Supervisor (Key Holder) at PetSmart Charities. Location: Daly City, California. Job is full-time with benefits. This role provides exceptional pet parent service while upholding the company’s vision, mission, values, and strategy. Job Summary
PetSmart’s Experience Lead (Retail Customer Service Supervisor) provides exceptional pet parent service and drives the pet parent experience strategies through loyalty and promotions, and pet parent interaction throughout the store while achieving targeted results. This role has shared responsibility for safety, store cleanliness, merchandising, and associate engagement. Essential Responsibilities
Job responsibilities include, but are not limited to, and may vary by store characteristics and needs. People Leadership
Facilitates the associate experience and supports development, including training, onboarding, mentoring, coaching for growth, and contributing to performance reviews, disciplinary actions, and promotions. Validates completion of assigned operational messages and engagement video compliance. Supports Services businesses as needed when the Experience Leader is not available. Delegates and validates completion of daily tasks. Leads and directs associates when acting as the Leader on Duty. Addresses and administers associate complaints and grievances. Recognizes and celebrates associates driving overall engagement. Brand Integrity And Store Experience
Responsible for pet parent experience and outcomes via phone, in person, or online; responds to pet parent concerns. Promotes and coordinates store events and marketing for Adoptions, Vet partnerships, and Shot Clinics. Responsible for live pet sales and pet adoptions. Supports monthly live cycle counts and addresses discrepancies. Recommends, informs, and sells merchandise and services; promotes pet parent facing initiatives. Prepares online orders for pick-up and ensures a smooth, positive pick-up experience. Backup to operate POS systems and handle cash transactions with accuracy and policy compliance. Maintains store standards and fosters a culture of empowerment by complying with policies and code of ethics. Ensures a safe environment for associates, pets, and pet parents. Takes immediate action and reports when a sick/injured pet is identified in-store; transports to the vet as needed. Maintains cleanliness of the sales floor, adoption center, breakroom, and restrooms. Participates in store opening and closing procedures to uphold brand promise. Assists in other departments as required. Other duties may be assigned. Follows all company policies and procedures. Qualifications
2+ years of retail experience in a customer-focused environment. Leadership experience preferred. Full-time availability; flexibility in schedule; able to work evenings, weekends, and holidays as needed. Proficiency in computer applications. Strong written and verbal communication skills. Ability to react under pressure and maintain composure. Strong organizational skills and attention to detail. Supervisory Responsibility
No direct reports, but guidance and development of other associates is expected. Provides feedback on associate performance to direct supervisor. Acts as the Leader when other Leaders are not in the store; supervises associates, assigns tasks, and addresses concerns. Physical Demands And Work Environment
Stand, walk, climb a ladder, and use hands for handling tasks; frequent reaching, stooping, kneeling, crouching, talking and hearing. Depth perception required. Reasonable accommodations provided as needed. Lift up to 50 pounds frequently and up to 100+ pounds occasionally with team lifts. Vision requirements include depth perception. Exposure to moving mechanical parts, pet hair, moderate noise; may be exposed to live animals. Benefits
Paid weekly Full-time hours Health benefits: medical, dental, vision 401k Tuition assistance Associate discounts and perks Paid time off for full-time associates Career pathing Development opportunities Do What You Love
Join us for a chance to make a meaningful impact every day. Whether it’s helping a customer choose their first fish, celebrating a pet’s birthday, or seeing a pet parent’s smile after a groom—you’ll create moments that matter. PetSmart values diversity and the unique perspectives of its associates. Apply Now! Note: This job description is intended to describe the general nature and level of work involved. Exact duties and responsibilities may vary. Pay will be based on experience, training, skills, and store location. This position is eligible for benefits as described at https://benefits.petsmart.com/us/. PetSmart is an equal opportunity employer and selects applicants without regard to race, color, religion, sex, age, national origin, disability, or other protected characteristics. Applicants must be over 18 (except where required by law). For some locations, fair chance ordinances may apply. Similar Jobs available for reference.
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