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

• Facilitates the associate experience and supports associate development through training, onboarding, mentoring, and coaching.
• 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 and code of ethics.
• Ensures a safe environment for associates, pets, and pet parents by taking immediate action and reporting when a sick/injured pet is identified in the store.
• Supports with monthly live cycle counts, addresses discrepancies, and recommends, informs, and sells merchandise and services.
• Prepares online orders for pick-up in store and ensures a smooth, positive pick-up experience.
• Backs up to operate point-of-sale (POS) systems and handle cash transactions, ensuring accuracy and compliance with company policies.
• Maintains sales floor, pet training, adoption center, breakroom, and restroom cleanliness standards.
• Assists and works in other departments as required.

Qualifications

• 2+ years of retail experience in a customer-focused environment.
• Leadership experience preferred.
• Full-time availability required, flexibility in schedule, able 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, however, are expected to guide and support the development of other associates.