PetSmart
Retail Customer Service Supervisor (Key Holder)
About Life At PetSmart:
At PetSmart, Anything for Pets begins with our people. Every associate plays a vital role in creating meaningful experiences for pets and their families, and we empower our teams with the tools, resources, and opportunities to grow and succeed.
Benefits That Benefit You
Paid Weekly
Health & Wellness Benefits
401k Plan with company match
Paid Time off for full-time associates
Associate discounts
Tuition Assistance
Career pathing
Development opportunities
Job Summary PetSmart’s Experience Lead (Retail Customer Service Supervisor) provides exceptional pet parent service while upholding the company’s vision, mission, values, and strategy. The role drives pet‑parent experience strategies through loyalty and promotions, oversees safety, store cleanliness, merchandising, and associate engagement, and meets targeted results.
Essential Responsibilities People Leadership
Facilitates the associate experience and supports development through training, onboarding, mentoring, coaching, and feedback.
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 via telephone, in person, or online.
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, addresses discrepancies.
Recommends, informs, and sells merchandise and services; promotes pet parent‑facing initiatives.
Prepares online orders for pick‑up and ensures a smooth experience.
Backs up to operate point‑of‑sale systems and handle cash transactions with accuracy and compliance.
Maintains store standards and leads a culture of empowerment through compliance to policies and code of ethics.
Ensures a safe environment for associates, pets, and pet parents.
Acts immediately and reports when a sick/injured pet is identified; transports to the vet as needed.
Maintains cleanliness of sales floor, pet training, adoption center, breakroom, and restroom.
Shared responsibility for store opening and closing procedures.
Assists and works in other departments as required; additional duties may be assigned.
Follows all company policies and procedures.
Supervisory Responsibility
No direct reports, but expected to guide and support associate development.
Provides feedback on associate performance to direct supervisor.
Acts as Leader when other Leaders are absent, supervising associates, assigning tasks, and addressing concerns.
Essential Physical Demands And Work Environment
Stand, walk, climb a ladder, use hands to handle, feel, hold, write. Frequently reach with hands and arms; stoop, kneel, crouch, talk, and hear. Requires depth perception. Reasonable accommodations may be made.
Frequently lift and/or move up to 50 pounds; occasionally lift more than 100 pounds.
Occasional exposure to moving mechanical parts and wet environment with pet hair. Moderate noise level; occasional high noise exposure. Exposure to live animals.
Do What You Love Join us for a chance to make a
meaningful impact
every day. Whether helping a customer choose their first fish, celebrating a pet’s birthday, or seeing the smile on a pet parent’s face after a fresh groom, you’ll create
moments that matter . At PetSmart, we cherish diversity and the unique perspectives of our 50,000 associates, all united by a passion for pets.
Apply Now!
Equal Opportunity Employer PetSmart provides an equal opportunity for all associates and job applicants without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, disability, veteran status, or other legally protected characteristics. We offer reasonable accommodations to applicants with disabilities throughout our application process, upon request and as required by law.
Additional Information This position is paid on a per hour basis and is eligible for benefits as described at https://benefits.petsmart.com/us/.
Applicants must be over the age of 18 (except in Montana or where otherwise required by local or state law). For applicants in Waterloo, San Francisco, or Los Angeles, we will consider qualified applicants with arrest and conviction records in accordance with applicable fair chance ordinances.
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At PetSmart, Anything for Pets begins with our people. Every associate plays a vital role in creating meaningful experiences for pets and their families, and we empower our teams with the tools, resources, and opportunities to grow and succeed.
Benefits That Benefit You
Paid Weekly
Health & Wellness Benefits
401k Plan with company match
Paid Time off for full-time associates
Associate discounts
Tuition Assistance
Career pathing
Development opportunities
Job Summary PetSmart’s Experience Lead (Retail Customer Service Supervisor) provides exceptional pet parent service while upholding the company’s vision, mission, values, and strategy. The role drives pet‑parent experience strategies through loyalty and promotions, oversees safety, store cleanliness, merchandising, and associate engagement, and meets targeted results.
Essential Responsibilities People Leadership
Facilitates the associate experience and supports development through training, onboarding, mentoring, coaching, and feedback.
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 via telephone, in person, or online.
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, addresses discrepancies.
Recommends, informs, and sells merchandise and services; promotes pet parent‑facing initiatives.
Prepares online orders for pick‑up and ensures a smooth experience.
Backs up to operate point‑of‑sale systems and handle cash transactions with accuracy and compliance.
Maintains store standards and leads a culture of empowerment through compliance to policies and code of ethics.
Ensures a safe environment for associates, pets, and pet parents.
Acts immediately and reports when a sick/injured pet is identified; transports to the vet as needed.
Maintains cleanliness of sales floor, pet training, adoption center, breakroom, and restroom.
Shared responsibility for store opening and closing procedures.
Assists and works in other departments as required; additional duties may be assigned.
Follows all company policies and procedures.
Supervisory Responsibility
No direct reports, but expected to guide and support associate development.
Provides feedback on associate performance to direct supervisor.
Acts as Leader when other Leaders are absent, supervising associates, assigning tasks, and addressing concerns.
Essential Physical Demands And Work Environment
Stand, walk, climb a ladder, use hands to handle, feel, hold, write. Frequently reach with hands and arms; stoop, kneel, crouch, talk, and hear. Requires depth perception. Reasonable accommodations may be made.
Frequently lift and/or move up to 50 pounds; occasionally lift more than 100 pounds.
Occasional exposure to moving mechanical parts and wet environment with pet hair. Moderate noise level; occasional high noise exposure. Exposure to live animals.
Do What You Love Join us for a chance to make a
meaningful impact
every day. Whether helping a customer choose their first fish, celebrating a pet’s birthday, or seeing the smile on a pet parent’s face after a fresh groom, you’ll create
moments that matter . At PetSmart, we cherish diversity and the unique perspectives of our 50,000 associates, all united by a passion for pets.
Apply Now!
Equal Opportunity Employer PetSmart provides an equal opportunity for all associates and job applicants without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, disability, veteran status, or other legally protected characteristics. We offer reasonable accommodations to applicants with disabilities throughout our application process, upon request and as required by law.
Additional Information This position is paid on a per hour basis and is eligible for benefits as described at https://benefits.petsmart.com/us/.
Applicants must be over the age of 18 (except in Montana or where otherwise required by local or state law). For applicants in Waterloo, San Francisco, or Los Angeles, we will consider qualified applicants with arrest and conviction records in accordance with applicable fair chance ordinances.
#J-18808-Ljbffr