PetSmart
Overview
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Retail Customer Service Supervisor
role at
PetSmart . PetSmart does Anything for Pets and Everything for You. Retail Customer Service Supervisor (Key Holder) position at PetSmart. Job Summary
PetSmart’s Experience Lead (Retail Customer Service Supervisor) provides exceptional pet parent service to Pet Parents while upholding the company’s vision, mission, values, and strategy. This role 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 the safety of people and pets and store cleanliness, merchandising and associate engagement. Responsibilities
People Leadership
Facilitates the associate experience and supports associate development, including training, onboarding, mentoring, coaching for growth, and providing feedback into performance reviews, disciplinary action, and promotions. Validates completion of assigned operational messages and engagement video compliance. Supports the various 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 Overall Store Experience
Responsible for pet parent experience and outcomes conducted over the telephone, in person or online, and responding 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 and promotes pet parent facing initiatives. Prepares online orders for pick-up in store and ensures a smooth, positive pick-up experience. Backs up operating point-of-sale (POS) systems and handles cash transactions, ensuring accuracy and compliance with company policies. Maintains store standards and leads a culture of empowerment by ensuring compliance 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 the store; transport to the vet as needed. Maintains cleanliness of the sales floor, pet training, adoption center, breakroom and restrooms. Shared responsibility with store opening and closing procedures to uphold the brand promise. Assists and works 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 with schedule flexibility (evenings, weekends, 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 guides and supports the development of other associates. Provides feedback on associate performance to the direct supervisor. Acts as the Leader when other Leaders are not in the store, supervising associates, assigning tasks and addressing concerns. Physical Demands and Work Environment
Stand, walk, climb a ladder, and use hands to handle, feel, hold, write, etc. Frequent reaching with hands and arms; may include stoop, kneel, crouch, talk and hear. Specific vision abilities required. Reasonable accommodations may be made for individuals with disabilities. Must frequently lift and/or move up to 50 pounds and occasionally team lift more than 100 pounds. Specific vision abilities required include depth perception. Exposure to moving mechanical parts, a wet environment with pet hair, moderate noise level, and live animals. Noise levels may vary. 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 Other Information
PetSmart is an equal opportunity employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, age, national or ethnic origin, disability, or any other characteristic protected by law. Applicants must be over 18 (except where required by local or state law). Some locations may be subject to local fair chance laws. Note: This job description is intended to describe the general nature and level of work associates/leaders assigned to this job perform. It is not all-inclusive and duties may be added or changed as required. The actual rate of pay will be based on relevant experience, training, skills, and store location. This position is eligible for benefits as described by PetSmart policy.
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Join to apply for the
Retail Customer Service Supervisor
role at
PetSmart . PetSmart does Anything for Pets and Everything for You. Retail Customer Service Supervisor (Key Holder) position at PetSmart. Job Summary
PetSmart’s Experience Lead (Retail Customer Service Supervisor) provides exceptional pet parent service to Pet Parents while upholding the company’s vision, mission, values, and strategy. This role 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 the safety of people and pets and store cleanliness, merchandising and associate engagement. Responsibilities
People Leadership
Facilitates the associate experience and supports associate development, including training, onboarding, mentoring, coaching for growth, and providing feedback into performance reviews, disciplinary action, and promotions. Validates completion of assigned operational messages and engagement video compliance. Supports the various 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 Overall Store Experience
Responsible for pet parent experience and outcomes conducted over the telephone, in person or online, and responding 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 and promotes pet parent facing initiatives. Prepares online orders for pick-up in store and ensures a smooth, positive pick-up experience. Backs up operating point-of-sale (POS) systems and handles cash transactions, ensuring accuracy and compliance with company policies. Maintains store standards and leads a culture of empowerment by ensuring compliance 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 the store; transport to the vet as needed. Maintains cleanliness of the sales floor, pet training, adoption center, breakroom and restrooms. Shared responsibility with store opening and closing procedures to uphold the brand promise. Assists and works 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 with schedule flexibility (evenings, weekends, 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 guides and supports the development of other associates. Provides feedback on associate performance to the direct supervisor. Acts as the Leader when other Leaders are not in the store, supervising associates, assigning tasks and addressing concerns. Physical Demands and Work Environment
Stand, walk, climb a ladder, and use hands to handle, feel, hold, write, etc. Frequent reaching with hands and arms; may include stoop, kneel, crouch, talk and hear. Specific vision abilities required. Reasonable accommodations may be made for individuals with disabilities. Must frequently lift and/or move up to 50 pounds and occasionally team lift more than 100 pounds. Specific vision abilities required include depth perception. Exposure to moving mechanical parts, a wet environment with pet hair, moderate noise level, and live animals. Noise levels may vary. 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 Other Information
PetSmart is an equal opportunity employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, age, national or ethnic origin, disability, or any other characteristic protected by law. Applicants must be over 18 (except where required by local or state law). Some locations may be subject to local fair chance laws. Note: This job description is intended to describe the general nature and level of work associates/leaders assigned to this job perform. It is not all-inclusive and duties may be added or changed as required. The actual rate of pay will be based on relevant experience, training, skills, and store location. This position is eligible for benefits as described by PetSmart policy.
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