PetSmart
Retail Customer Service Supervisor (Key Holder)
Join PetSmart to deliver exceptional customer service. As a Retail Customer Service Supervisor, you will oversee day‑to‑day operations, manage staff performance, and ensure a positive experience for pet parents.
About Life At PetSmart PetSmart is committed to creating meaningful moments for pets and their families. We empower associates with tools, resources, and growth opportunities in a supportive environment.
Benefits That Benefit You
Paid weekly
Health & wellness benefits
401(k) plan with company match
Paid time off for full‑time associates
Associate discounts
Tuition assistance
Career pathing
Development opportunities
Job Summary As the Retail Customer Service Supervisor, you will provide outstanding service to pet parents, promote loyalty and sales, and maintain store safety and standards. You will support the Experience Lead and lead associate engagement initiatives.
Essential Responsibilities People Leadership
Facilitate associate development through training, onboarding, mentoring, and coaching.
Validate completion of operational messages and engagement video compliance.
Support Services teams when the Experience Leader is unavailable.
Delegate and verify completion of daily tasks.
Lead and direct associates when acting as the Leader on Duty.
Address and administer associate complaints and grievances.
Recognize and celebrate associate engagement.
Brand Integrity and Overall Store Experience
Maintain pet parent experience across phone, in‑store, and online channels.
Promote and coordinate store events and marketing for adoptions, vet partnerships, and shot clinics.
Handle live pet sales and adoptions.
Perform monthly live cycle counts and address discrepancies.
Recommend, inform, and sell merchandise and services; promote pet‑parent initiatives.
Prepare online orders for pickup and ensure a positive pickup experience.
Assist with point‑of‑sale systems and cash transactions, ensuring accuracy.
Maintain store standards and enforce policies, procedures, and code of ethics.
Ensure safety for associates, pets, and pet parents.
Take immediate action for sick or injured pets and coordinate transport to the vet.
Maintain cleanliness of sales floor, training area, adoption center, break room, and restrooms.
Support opening and closing procedures with store leadership.
Assist other departments as needed; additional duties may arise.
Follow all company policies and procedures.
Qualifications
2+ years of retail experience in a customer‑focused environment.
Leadership experience preferred.
Full‑time availability with flexibility for evenings, weekends, and holidays.
Proficiency with computer applications.
Strong written and verbal communication skills.
Ability to react under pressure and remain composed.
Strong organizational skills and attention to detail.
Supervisory Responsibility
No direct reports, but expected to guide and support associate development.
Provide feedback on associate performance to direct supervisor.
Act as Leader in the absence of other leaders; supervise associates, assign tasks, and address concerns.
Essential Physical Demands and Work Environment
Stand, walk, climb a ladder, and use hands for routine tasks; reach, stoop, kneel, and crouch as necessary.
Frequent lifting of up to 50 lbs; occasionally lift more than 100 lbs.
Exposure to mechanical parts, wet environment, and pet hair; moderate noise levels.
Frequent exposure to live animals and handling.
Reasonable accommodations available for disabilities.
Do What You Love Make a meaningful impact every day by helping customers choose their first fish, celebrating pet birthdays, and creating moments that matter.
PetSmart is an Equal Opportunity Employer PetSmart provides equal opportunity for all associates and job applicants regardless of race, color, religion, sex, sexual orientation, gender identity, national origin, disability, veteran status, or other legally protected characteristics. Reasonable accommodations are available throughout our application process.
This job summary describes the general nature and level of work of the position. Pay is based on experience, training, skills, and store location; it is not less than the local minimum wage. Benefits are available as described at
PetSmart Benefits .
Applicants must be over age 18 (except in Montana or where otherwise required by local or state law). For applicants in Waterloo, San Francisco, or Los Angeles, the Fair Chance Ordinance and Initiative apply.
#J-18808-Ljbffr
About Life At PetSmart PetSmart is committed to creating meaningful moments for pets and their families. We empower associates with tools, resources, and growth opportunities in a supportive environment.
Benefits That Benefit You
Paid weekly
Health & wellness benefits
401(k) plan with company match
Paid time off for full‑time associates
Associate discounts
Tuition assistance
Career pathing
Development opportunities
Job Summary As the Retail Customer Service Supervisor, you will provide outstanding service to pet parents, promote loyalty and sales, and maintain store safety and standards. You will support the Experience Lead and lead associate engagement initiatives.
Essential Responsibilities People Leadership
Facilitate associate development through training, onboarding, mentoring, and coaching.
Validate completion of operational messages and engagement video compliance.
Support Services teams when the Experience Leader is unavailable.
Delegate and verify completion of daily tasks.
Lead and direct associates when acting as the Leader on Duty.
Address and administer associate complaints and grievances.
Recognize and celebrate associate engagement.
Brand Integrity and Overall Store Experience
Maintain pet parent experience across phone, in‑store, and online channels.
Promote and coordinate store events and marketing for adoptions, vet partnerships, and shot clinics.
Handle live pet sales and adoptions.
Perform monthly live cycle counts and address discrepancies.
Recommend, inform, and sell merchandise and services; promote pet‑parent initiatives.
Prepare online orders for pickup and ensure a positive pickup experience.
Assist with point‑of‑sale systems and cash transactions, ensuring accuracy.
Maintain store standards and enforce policies, procedures, and code of ethics.
Ensure safety for associates, pets, and pet parents.
Take immediate action for sick or injured pets and coordinate transport to the vet.
Maintain cleanliness of sales floor, training area, adoption center, break room, and restrooms.
Support opening and closing procedures with store leadership.
Assist other departments as needed; additional duties may arise.
Follow all company policies and procedures.
Qualifications
2+ years of retail experience in a customer‑focused environment.
Leadership experience preferred.
Full‑time availability with flexibility for evenings, weekends, and holidays.
Proficiency with computer applications.
Strong written and verbal communication skills.
Ability to react under pressure and remain composed.
Strong organizational skills and attention to detail.
Supervisory Responsibility
No direct reports, but expected to guide and support associate development.
Provide feedback on associate performance to direct supervisor.
Act as Leader in the absence of other leaders; supervise associates, assign tasks, and address concerns.
Essential Physical Demands and Work Environment
Stand, walk, climb a ladder, and use hands for routine tasks; reach, stoop, kneel, and crouch as necessary.
Frequent lifting of up to 50 lbs; occasionally lift more than 100 lbs.
Exposure to mechanical parts, wet environment, and pet hair; moderate noise levels.
Frequent exposure to live animals and handling.
Reasonable accommodations available for disabilities.
Do What You Love Make a meaningful impact every day by helping customers choose their first fish, celebrating pet birthdays, and creating moments that matter.
PetSmart is an Equal Opportunity Employer PetSmart provides equal opportunity for all associates and job applicants regardless of race, color, religion, sex, sexual orientation, gender identity, national origin, disability, veteran status, or other legally protected characteristics. Reasonable accommodations are available throughout our application process.
This job summary describes the general nature and level of work of the position. Pay is based on experience, training, skills, and store location; it is not less than the local minimum wage. Benefits are available as described at
PetSmart Benefits .
Applicants must be over age 18 (except in Montana or where otherwise required by local or state law). For applicants in Waterloo, San Francisco, or Los Angeles, the Fair Chance Ordinance and Initiative apply.
#J-18808-Ljbffr