PetSmart
Retail Customer Service Supervisor (Key Holder)
Join PetSmart as a Retail Customer Service Supervisor to provide exceptional pet parent service while upholding the company's vision, mission, values, and strategy. This role drives pet parent experience strategies through loyalty and promotions, ensures safety of people and pets, maintains store cleanliness, merchandising, and associate engagement.
Benefits
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 to Pet Parents 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. The supervisor shares responsibility for the oversight of safety, store cleanliness, merchandising, and associate engagement.
People Leadership
Facilitates the associate experience and supports associate development, including training, onboarding, mentoring, coaching, and performance 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 conducted over the 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 and 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 positive, smooth pick‑up experience.
Backs up 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 with policies, procedures, and code of ethics.
Ensures a safe environment for associates, pets, and pet parents.
Responds to sick or injured pets by taking immediate action and reporting as needed.
Maintains sales floor, pet training, adoption center, breakroom, and restroom cleanliness standards.
Shared responsibility with store opening and closing procedures to uphold brand promise.
Assists in other departments as required; other duties may be assigned.
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, including evenings, weekends, and holidays.
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 expected to guide and support development of other associates.
Provides feedback on associate performance to direct supervisor.
Acts as the Leader when other Leaders are not in the store, supervising associates, assigning tasks, and addressing concerns.
Essential Physical Demands and Work Environment
Requires standing, walking, climbing a ladder, and using hands to handle, hold, write, etc. Frequent reaching, stooping, kneeling, crouching, talking, and hearing required.
Frequent lifting of up to 50 pounds and occasional team lifts of over 100 pounds.
Exposure to moving mechanical parts, wet environment with pet hair, moderate to high noise levels, and live animals.
Reasonable accommodations are available for qualified individuals with disabilities.
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, you’ll create moments that matter.
We’re delighted you’re interested in joining our pack. We’re excited to hear your story and learn more about you! Apply now!
PetSmart is an 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.
This job summary is intended to describe the general nature and level of work associates/leaders assigned to this job perform. It is not intended to include all duties and responsibilities. You will be provided with a copy of a job description for the actual position you are hired into. 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. This position is also 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 our Waterloo, San Francisco, or Los Angeles locations: pursuant to the Waterloo and San Francisco Fair Chance Ordinance, as well as 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
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 to Pet Parents 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. The supervisor shares responsibility for the oversight of safety, store cleanliness, merchandising, and associate engagement.
People Leadership
Facilitates the associate experience and supports associate development, including training, onboarding, mentoring, coaching, and performance 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 conducted over the 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 and 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 positive, smooth pick‑up experience.
Backs up 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 with policies, procedures, and code of ethics.
Ensures a safe environment for associates, pets, and pet parents.
Responds to sick or injured pets by taking immediate action and reporting as needed.
Maintains sales floor, pet training, adoption center, breakroom, and restroom cleanliness standards.
Shared responsibility with store opening and closing procedures to uphold brand promise.
Assists in other departments as required; other duties may be assigned.
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, including evenings, weekends, and holidays.
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 expected to guide and support development of other associates.
Provides feedback on associate performance to direct supervisor.
Acts as the Leader when other Leaders are not in the store, supervising associates, assigning tasks, and addressing concerns.
Essential Physical Demands and Work Environment
Requires standing, walking, climbing a ladder, and using hands to handle, hold, write, etc. Frequent reaching, stooping, kneeling, crouching, talking, and hearing required.
Frequent lifting of up to 50 pounds and occasional team lifts of over 100 pounds.
Exposure to moving mechanical parts, wet environment with pet hair, moderate to high noise levels, and live animals.
Reasonable accommodations are available for qualified individuals with disabilities.
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, you’ll create moments that matter.
We’re delighted you’re interested in joining our pack. We’re excited to hear your story and learn more about you! Apply now!
PetSmart is an 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.
This job summary is intended to describe the general nature and level of work associates/leaders assigned to this job perform. It is not intended to include all duties and responsibilities. You will be provided with a copy of a job description for the actual position you are hired into. 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. This position is also 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 our Waterloo, San Francisco, or Los Angeles locations: pursuant to the Waterloo and San Francisco Fair Chance Ordinance, as well as 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