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 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 the 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.
• Brings the pet parent experience to life 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.
• 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 store standards and leads a culture of empowerment by ensuring compliance to our policies and procedures (P&Ps) and code of ethics.
• Ensures a safe environment for our 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.
• 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.