Retail Customer Service Lead

Our associates are the heart of Team PetSmart. Together, we're building the best team in retail through our values-based culture, connection, and teamwork. Our goal is to create a culture where associates learn and grow together, thrive as effective teams, and challenge each other to be the best they can be.

Benefits

• Paid weekly
• Health & wellness benefits
• 401k plan with company match
• Paid time off for full-time associates
• Associate discounts
• Tuition assistance
• Career pathing and development opportunities

Responsibilities

• People Leadership: Facilitates the associate experience and supports associate development, including training, onboarding, mentoring, and coaching for growth. Provides feedback for associate performance reviews, disciplinary action, and promotions. Validates completion of assigned operational messages and engagement video compliance. Supports Services businesses as needed. Delegates and validates completion of daily tasks. Leads and directs associates when acting as Leader on Duty. Addresses and administers associate complaints and grievances. Recognizes and celebrates associates to drive engagement.
• Brand Integrity and Overall Store Experience: Ensures exceptional pet parent service in-person, over the telephone, 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. Supports monthly live cycle counts and addresses discrepancies. Recommends, informs, and sells merchandise and services while promoting pet parent-facing initiatives. Prepares online orders for in-store pickup and ensures a smooth experience. Operates point-of-sale (POS) systems, handles cash transactions, and ensures accuracy and compliance with company policies. Maintains store standards, policies, and procedures, and ensures a safe environment for associates, pets, and pet parents. Takes immediate action and reports sick/injured pets, transporting to the vet as needed. Maintains cleanliness standards for the sales floor, pet training, adoption center, breakroom, and restrooms. Shares responsibility for store opening and closing procedures. Assists in other departments as required.

Requirements

• 2+ years of retail experience in a customer-focused environment
• Leadership experience preferred
• Full-time availability required; 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

Physical Demands and Work Environment

• Frequently required to stand, walk, climb a ladder, and use hands to handle, feel, hold, or write
• Frequently required to reach with hands and arms, stoop, kneel, crouch, talk, and hear
• Must have depth perception
• Must frequently lift and/or move up to 50 pounds and occasionally team lift and/or move more than 100 pounds
• Occasionally exposed to moving mechanical parts, wet environments with pet hair, and moderate to high noise levels
• Exposure to live animals and their handling is common

This role has no direct reports but involves guiding and supporting the development of other associates, providing feedback on performance, and acting as Leader on Duty when other leaders are not present.

Exact rate of pay will be based on relevant experience, training, skills, and store location. This position is paid hourly and eligible for benefits as described at https://benefits.petsmart.com/us/.