Retail Customer Service Supervisor

PetSmart is seeking a Retail Customer Service Supervisor (Key Holder) to provide exceptional pet parent service while upholding the company's vision, mission, values, and strategy. This role is expected to drive the pet parent experience strategies through loyalty and promotions, and pet parent interaction throughout the store while achieving targeted results. About Life At PetSmart At PetSmart, we’re more than just a company; we’re obsessed with pets and our people too. Our values are rooted in unconditional love—a lesson we learn from our pets—and staying united together. Benefits That Benefit You 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 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. Essential Responsibilities Facilitates the associate experience and supports associate development. Validates completion of assigned operational messages and engagement video compliance. Supports the various Services businesses as needed when the Experience Leader is not available Delegate and validate completion of daily tasks. Leads and directs associates when acting as the Leader on Duty Address and administer associate complaints and grievances. Recognizes and celebrates associates driving overall associate 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 with monthly live cycle counts, 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 Backup to operate point-of-sale (POS) systems and handle cash transactions, ensuring accuracy and compliance with company policies. Maintains store standards and leads a culture of empowerment by ensuring compliance to our policies and procedures (P&Ps) and code of ethics. Ensures a safe environment for our associates, pets, and pet parents. Responsible for taking immediate action and reports when a sick/injured pet is identified in the store; transport to the vet as needed. Maintains sales floor, pet training, adoption center, breakroom and restroom cleanliness standards. Shared responsibility with store opening and closing procedures to ensure we uphold our brand promise. Assists and works in other departments as required. Follows all company policies and procedures. Qualifications 2+ years of retail experience in a customer-focused environment. Leadership experience preferred. Full-time availability required, 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, however, are expected to guide and support the development of other associates. Provides feedback on associate performance to direct supervisor. Acts as the Leader when other Leaders are not in the store. PHYSICAL DEMANDS AND WORK ENVIRONMENT Associate required to stand, walk, climb a ladder, and use hands to handle, feel, hold, write, etc. Associate must frequently lift and/or move up to 50 pounds and occasionally team lift and/or move more than 100 pounds. While performing the duties of this job, the associate is occasionally exposed to moving mechanical parts, as well as a wet environment with an abundance of pet hair. 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, as well as any other characteristic protected by federal, provincial, or local law.

#J-18808-Ljbffr