PetSmart
Retail Customer Service Supervisor (Key Holder)
PetSmart does Anything for Pets – JOIN OUR TEAM!
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 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 through loyalty programs, promotions, and engagement throughout the store, achieving targeted results. Responsibilities include oversight of safety for people and pets, store cleanliness, merchandising, and associate engagement.
Essential Responsibilities People Leadership
Facilitate the associate experience and support associate development, including training, onboarding, mentoring, and coaching.
Validate completion of assigned operational messages and engagement video compliance.
Support the various Service businesses as needed when the Experience Lead 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 driving overall engagement.
Brand Integrity and Overall Store Experience
Manage pet parent experience and outcomes in person, on the phone, or online.
Promote and coordinate store events and marketing for adoptions, vet partnerships, and shot clinics.
Handle live pet sales and adoptions.
Support monthly live cycle counts and address discrepancies.
Recommend, inform, and sell merchandise and services; promote pet parent–facing initiatives.
Prepare online orders for pick‑up and ensure a smooth experience.
Back up to operate POS systems and handle cash transactions, ensuring accuracy and compliance.
Maintain store standards and lead a culture of empowerment, ensuring compliance with policies and code of ethics.
Ensure a safe environment for associates, pets, and pet parents.
Act immediately and report when a sick/injured pet is identified; arrange transport to the vet as needed.
Maintain cleanliness of sales floor, pet training area, adoption center, breakroom, and restrooms.
Participate in opening and closing procedures, ensuring brand promise fulfillment.
Assist and work in other departments 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 required, with flexibility for evenings, weekends, and holidays.
Proficiency with 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 expected to guide and support the development of other associates.
Provide feedback on associate performance to the 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.; reach with hands and arms, stoop, kneel, crouch, talk, and hear. Vision: depth perception required.
Frequently lift and/or move up to 50 lbs and occasionally team lift more than 100 lbs. Vision: depth perception required.
Possibly exposed to moving mechanical parts; wet environment with abundant pet hair. Noise level moderate; occasional high levels. Exposure to live animals common.
Reasonable accommodations may be made to enable individuals with disabilities to perform essential functions.
Do What You Love Join us for a chance to make a meaningful impact every day – whether it’s 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. At PetSmart, we cherish diversity and the unique perspectives of our 50,000 associates, all united by a passion for pets.
We’re delighted you’re interested in joining our pack and helping us in our commitment to doing Anything for Pets. We look forward to hearing your story and learning more about you!
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.
Applicants must be over the age of 18 (except where otherwise required by local or state law).
Exact rate of pay will be based on relevant experience level, training, skills or knowledge, and store location. This position is paid on a per‑hour basis. In no instance will PetSmart pay less than the local minimum wage.
For applicants in our Waterloo, San Francisco, or Los Angeles locations: Pursuant to the Waterloo and San Francisco Fair Chance Ordinance, and the Los Angeles Fair Chance Initiative for Hiring, we will consider for employment, qualified applicants with arrest and conviction records in a manner consistent with the law.
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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 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 through loyalty programs, promotions, and engagement throughout the store, achieving targeted results. Responsibilities include oversight of safety for people and pets, store cleanliness, merchandising, and associate engagement.
Essential Responsibilities People Leadership
Facilitate the associate experience and support associate development, including training, onboarding, mentoring, and coaching.
Validate completion of assigned operational messages and engagement video compliance.
Support the various Service businesses as needed when the Experience Lead 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 driving overall engagement.
Brand Integrity and Overall Store Experience
Manage pet parent experience and outcomes in person, on the phone, or online.
Promote and coordinate store events and marketing for adoptions, vet partnerships, and shot clinics.
Handle live pet sales and adoptions.
Support monthly live cycle counts and address discrepancies.
Recommend, inform, and sell merchandise and services; promote pet parent–facing initiatives.
Prepare online orders for pick‑up and ensure a smooth experience.
Back up to operate POS systems and handle cash transactions, ensuring accuracy and compliance.
Maintain store standards and lead a culture of empowerment, ensuring compliance with policies and code of ethics.
Ensure a safe environment for associates, pets, and pet parents.
Act immediately and report when a sick/injured pet is identified; arrange transport to the vet as needed.
Maintain cleanliness of sales floor, pet training area, adoption center, breakroom, and restrooms.
Participate in opening and closing procedures, ensuring brand promise fulfillment.
Assist and work in other departments 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 required, with flexibility for evenings, weekends, and holidays.
Proficiency with 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 expected to guide and support the development of other associates.
Provide feedback on associate performance to the 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.; reach with hands and arms, stoop, kneel, crouch, talk, and hear. Vision: depth perception required.
Frequently lift and/or move up to 50 lbs and occasionally team lift more than 100 lbs. Vision: depth perception required.
Possibly exposed to moving mechanical parts; wet environment with abundant pet hair. Noise level moderate; occasional high levels. Exposure to live animals common.
Reasonable accommodations may be made to enable individuals with disabilities to perform essential functions.
Do What You Love Join us for a chance to make a meaningful impact every day – whether it’s 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. At PetSmart, we cherish diversity and the unique perspectives of our 50,000 associates, all united by a passion for pets.
We’re delighted you’re interested in joining our pack and helping us in our commitment to doing Anything for Pets. We look forward to hearing your story and learning more about you!
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.
Applicants must be over the age of 18 (except where otherwise required by local or state law).
Exact rate of pay will be based on relevant experience level, training, skills or knowledge, and store location. This position is paid on a per‑hour basis. In no instance will PetSmart pay less than the local minimum wage.
For applicants in our Waterloo, San Francisco, or Los Angeles locations: Pursuant to the Waterloo and San Francisco Fair Chance Ordinance, and the Los Angeles Fair Chance Initiative for Hiring, we will consider for employment, qualified applicants with arrest and conviction records in a manner consistent with the law.
#J-18808-Ljbffr