Retail Customer Service Lead

About the role

PetSmart’s Experience Lead (Retail Customer Service Lead) provides exceptional pet parent service to Pet Parents while upholding the company’s vision, mission, values, and strategy. This role drives the pet parent experience strategies through loyalty and promotions, and interacts with pet parents throughout the store to achieve targeted results.

Responsibilities

• People Leadership: Facilitates the associate experience and supports associate development. Includes training, onboarding, mentoring, and coaching for growth, as well as providing feedback into associate performance reviews, disciplinary action, and promotions.
• Validates completion of assigned operational messages and engagement video compliance.
• Serves as a backup 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 to policies and procedures (P&Ps) 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 in the store; transports to the vet as needed.
• Maintains sales floor, pet training, adoption center, breakroom, and restroom cleanliness standards.
• Supports with monthly live cycle counts, 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 smooth, positive pick-up experience.
• Backs up to operate POS systems and handle cash transactions, ensuring accuracy and compliance with company policies.
• Leads and directs associates when acting as the Leader on Duty.
• Addresses and administers associate complaints and grievances.
• Recognizes and celebrates associates driving overall associate engagement.

Qualifications

• 2+ years of retail experience in a customer-focused environment. Leadership experience preferred.
• Full-time availability required, flexibility in schedule, ability 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.
• No direct reports, but expected to guide and support the development of other associates. Provides feedback on associate performance to direct supervisor. Acts as the Leader when other Leaders are not in the store.