PetSmart
Retail Customer Service Supervisor (Key Holder) – PetSmart
Overview PetSmart’s Experience Lead (Retail Customer Service Supervisor) provides exceptional pet parent service while upholding the company’s vision, mission, values, and strategy. This role drives the pet parent experience strategies through loyalty and promotions, and pet parent interaction throughout the store while achieving targeted results. This role has shared responsibility for the oversight of safety of people and pets, 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
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 through training, onboarding, mentoring, coaching, performance reviews, disciplinary actions, and promotions.
Validates completion of assigned operational messages and engagement video compliance.
Supports the 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 Store Experience:
Responsible for pet parent experience and outcomes conducted over the telephone, in person or online, and responds to pet parent concerns.
Promotes and coordinates store events and marketing for Adoptions, Vet partnerships and Shot Clinics.
Responsible for live pet sales and pet adoptions.
Assists with monthly live cycle counts and addresses discrepancies.
Recommends and sells merchandise and services; promotes pet parent facing initiatives.
Prepares online orders for in-store pickup and ensures a smooth, positive pickup experience.
Backup to operate POS systems and handle cash transactions, ensuring accuracy and policy compliance.
Maintains store standards and leads a culture of empowerment by ensuring compliance with policies and code of ethics.
Ensures a safe environment for associates, pets, and pet parents.
Takes immediate action and reports when a sick/injured pet is identified; transports to the vet as needed.
Maintains cleanliness of the sales floor, adoption center, breakroom, and restrooms.
Participates in 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; flexibility 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 and Work Environment
No direct reports, but guides and supports development of other associates and provides feedback to the direct supervisor.
Acts as Leader when other Leaders are not in the store, supervising associates, assigning tasks, and addressing concerns.
Standing, walking, and other physical activities required; occasional lifting up to 50 pounds, with some lifts over 100 pounds possible with assistance.
Exposed to a pet-friendly environment, live animals, and related noise levels; reasonable accommodations may be made.
Legal Notice PetSmart is an Equal Opportunity Employer. We provide reasonable accommodations to applicants with disabilities throughout the application process, upon request and as required by law. You will be provided with a copy of the actual job description for the position you are hired into. This position is paid hourly and eligible for benefits as described at https://benefits.petsmart.com/us/.
Applicants must be over the age of 18 (except where required by local or state law). For applicants in Waterloo, San Francisco, or Los Angeles locations: we consider qualified applicants with arrest and conviction records in a manner consistent with local laws and ordinances.
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Overview PetSmart’s Experience Lead (Retail Customer Service Supervisor) provides exceptional pet parent service while upholding the company’s vision, mission, values, and strategy. This role drives the pet parent experience strategies through loyalty and promotions, and pet parent interaction throughout the store while achieving targeted results. This role has shared responsibility for the oversight of safety of people and pets, 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
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 through training, onboarding, mentoring, coaching, performance reviews, disciplinary actions, and promotions.
Validates completion of assigned operational messages and engagement video compliance.
Supports the 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 Store Experience:
Responsible for pet parent experience and outcomes conducted over the telephone, in person or online, and responds to pet parent concerns.
Promotes and coordinates store events and marketing for Adoptions, Vet partnerships and Shot Clinics.
Responsible for live pet sales and pet adoptions.
Assists with monthly live cycle counts and addresses discrepancies.
Recommends and sells merchandise and services; promotes pet parent facing initiatives.
Prepares online orders for in-store pickup and ensures a smooth, positive pickup experience.
Backup to operate POS systems and handle cash transactions, ensuring accuracy and policy compliance.
Maintains store standards and leads a culture of empowerment by ensuring compliance with policies and code of ethics.
Ensures a safe environment for associates, pets, and pet parents.
Takes immediate action and reports when a sick/injured pet is identified; transports to the vet as needed.
Maintains cleanliness of the sales floor, adoption center, breakroom, and restrooms.
Participates in 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; flexibility 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 and Work Environment
No direct reports, but guides and supports development of other associates and provides feedback to the direct supervisor.
Acts as Leader when other Leaders are not in the store, supervising associates, assigning tasks, and addressing concerns.
Standing, walking, and other physical activities required; occasional lifting up to 50 pounds, with some lifts over 100 pounds possible with assistance.
Exposed to a pet-friendly environment, live animals, and related noise levels; reasonable accommodations may be made.
Legal Notice PetSmart is an Equal Opportunity Employer. We provide reasonable accommodations to applicants with disabilities throughout the application process, upon request and as required by law. You will be provided with a copy of the actual job description for the position you are hired into. This position is paid hourly and eligible for benefits as described at https://benefits.petsmart.com/us/.
Applicants must be over the age of 18 (except where required by local or state law). For applicants in Waterloo, San Francisco, or Los Angeles locations: we consider qualified applicants with arrest and conviction records in a manner consistent with local laws and ordinances.
#J-18808-Ljbffr