PetSmart
Retail Customer Service Supervisor (Key Holder) – PetSmart
PetSmart is seeking a Retail Customer Service Supervisor (Key Holder) to join our team. This posting reflects an existing vacancy; we are actively seeking candidates for this role. 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 and pet parent interaction throughout the store, while achieving targeted results. Shared responsibility for the safety of people and pets, store cleanliness, merchandising, and associate engagement is included. Benefits
Paid Weekly Health & Wellness Benefits 401k Plan with company match Paid Time off for full-time associates Associate discounts Tution Assistance Career pathing Development opportunities Essential Responsibilities
Job responsibilities include, but are not limited to, the following and may vary depending on store characteristics and needs. People Leadership: facilitates the associate experience and supports associate development (training, onboarding, mentoring, coaching, feedback for performance reviews, disciplinary actions, and promotions). Validate completion of assigned operational messages and engagement video compliance. Support Services businesses when the Experience Leader is unavailable. Delegate and validate completion of daily tasks. Lead and direct associates when acting as Leader on Duty. Address and administer associate complaints and grievances. Recognize and celebrate associates to drive engagement. Brand Integrity and Overall Store Experience: manage pet parent experience and outcomes via telephone, in person, or online; respond to concerns. Promote and coordinate store events and marketing for adoptions, Vet partnerships and Shot Clinics. Responsible for live pet sales and adoptions. Assist with monthly live cycle counts and address discrepancies. Recommends, informs, and sells merchandise and services; promotes pet parent facing initiatives. Prepare online orders for pickup and ensure a smooth pickup experience. Backup to operate POS and handle cash transactions in line with company policies. Maintain store standards and foster a culture of empowerment by complying with policies and code of ethics. Ensure a safe environment for associates, pets, and pet parents. Take necessary action if a sick/injured pet is identified and coordinate transport to the vet as needed. Maintain cleanliness of sales floor, adoption center, breakroom and restrooms. Assist with store opening and closing procedures and other duties as required. Other duties may be assigned; follow 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 guide and support the development of other associates. Provide feedback on associate performance to direct supervisor. Act as Leader when other Leaders are not in the store, supervising associates, assigning tasks, and addressing concerns. Essential Physical Demands And Work Environment
Stand, walk, climb a ladder, and use hands to handle, feel, hold, write, etc. Ability to reach with hands and arms; stoop, kneel, crouch, talk and hear. Depth perception required. Reasonable accommodations may be made for individuals with disabilities. Lift and/or move up to 50 pounds routinely; may occasionally lift more than 100 pounds with assistance. May be exposed to moving mechanical parts, a wet environment, pet hair, and high noise levels. Exposure to live animals is common. Equal Opportunity
PetSmart is an Equal Opportunity Employer. We provide 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. Reasonable accommodations are available throughout the application process.
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PetSmart is seeking a Retail Customer Service Supervisor (Key Holder) to join our team. This posting reflects an existing vacancy; we are actively seeking candidates for this role. 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 and pet parent interaction throughout the store, while achieving targeted results. Shared responsibility for the safety of people and pets, store cleanliness, merchandising, and associate engagement is included. Benefits
Paid Weekly Health & Wellness Benefits 401k Plan with company match Paid Time off for full-time associates Associate discounts Tution Assistance Career pathing Development opportunities Essential Responsibilities
Job responsibilities include, but are not limited to, the following and may vary depending on store characteristics and needs. People Leadership: facilitates the associate experience and supports associate development (training, onboarding, mentoring, coaching, feedback for performance reviews, disciplinary actions, and promotions). Validate completion of assigned operational messages and engagement video compliance. Support Services businesses when the Experience Leader is unavailable. Delegate and validate completion of daily tasks. Lead and direct associates when acting as Leader on Duty. Address and administer associate complaints and grievances. Recognize and celebrate associates to drive engagement. Brand Integrity and Overall Store Experience: manage pet parent experience and outcomes via telephone, in person, or online; respond to concerns. Promote and coordinate store events and marketing for adoptions, Vet partnerships and Shot Clinics. Responsible for live pet sales and adoptions. Assist with monthly live cycle counts and address discrepancies. Recommends, informs, and sells merchandise and services; promotes pet parent facing initiatives. Prepare online orders for pickup and ensure a smooth pickup experience. Backup to operate POS and handle cash transactions in line with company policies. Maintain store standards and foster a culture of empowerment by complying with policies and code of ethics. Ensure a safe environment for associates, pets, and pet parents. Take necessary action if a sick/injured pet is identified and coordinate transport to the vet as needed. Maintain cleanliness of sales floor, adoption center, breakroom and restrooms. Assist with store opening and closing procedures and other duties as required. Other duties may be assigned; follow 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 guide and support the development of other associates. Provide feedback on associate performance to direct supervisor. Act as Leader when other Leaders are not in the store, supervising associates, assigning tasks, and addressing concerns. Essential Physical Demands And Work Environment
Stand, walk, climb a ladder, and use hands to handle, feel, hold, write, etc. Ability to reach with hands and arms; stoop, kneel, crouch, talk and hear. Depth perception required. Reasonable accommodations may be made for individuals with disabilities. Lift and/or move up to 50 pounds routinely; may occasionally lift more than 100 pounds with assistance. May be exposed to moving mechanical parts, a wet environment, pet hair, and high noise levels. Exposure to live animals is common. Equal Opportunity
PetSmart is an Equal Opportunity Employer. We provide 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. Reasonable accommodations are available throughout the application process.
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