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.

Essential 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. Supports 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 associate engagement.
• Brand Integrity and Overall Store Experience: Responsible for pet parent experience and outcomes conducted over the telephone, in person, or online, and responding to pet parent concerns. Promotes and coordinates store events and marketing for Adoptions, Vet partnerships, and Shot Clinics. 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 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. Shares responsibility with store opening and closing procedures to ensure upholding the brand promise. 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. Provides feedback on associate performance to direct supervisor. Acts as the Leader when other Leaders are not in the store. This includes supervising associates, assigning tasks, and addressing any concerns.

Essential Physical Demands and Work Environment

• Associate required to stand, walk, climb a ladder, and use hands to handle, feel, hold, write, etc.
• Frequent reaching with hands and arms, stooping, kneeling, crouching, talking, and hearing.
• Specific vision abilities required by this job include depth perception.
• Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.
• Associate must frequently lift and/or move up to 50 pounds and occasionally team lift and/or move more than 100 pounds.
• Specific vision abilities required by this job include depth perception.
• While performing the duties of this job, the associate is occasionally exposed to moving mechanical parts, as well as a wet environment with an abundance of pet hair.
• The noise level is moderate in the work environment; however, associates may be exposed to high levels of noise at times.
• Exposure to live animals and their handling is common.

Pay

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.

Schedule

This position is eligible for benefits as described at https://benefits.petsmart.com/us/.