Retail Customer Service Lead

PetSmart’s Experience Lead (Retail Customer Service Lead) provides exceptional pet parent service while upholding the company’s vision, mission, values, and strategy. This role drives pet parent experience strategies through loyalty programs, promotions, and interactions, ensuring targeted results. Shared responsibilities include safety oversight, store cleanliness, merchandising, and associate engagement.

About Life At PetSmart

Our associates are the heart of Team PetSmart. Together, we're building the best team in retail through a values-based culture, connection, and teamwork. We foster an environment where associates learn, grow, and challenge each other to be their best.

Responsibilities

• People Leadership:
  • Facilitate associate experience, including training, onboarding, mentoring, and coaching for growth.
  • Provide feedback for performance reviews, disciplinary actions, and promotions.
  • Validate completion of operational messages and engagement video compliance.
  • Support Services businesses when the Experience Leader is unavailable.
  • Delegate and validate daily tasks; lead associates as the Leader on Duty.
  • Address and administer associate complaints and grievances.
  • Recognize and celebrate associates to drive engagement.
• Brand Integrity and Overall Store Experience:
  • Deliver exceptional pet parent service in-person, over the phone, or online, and address concerns.
  • Promote and coordinate store events, including adoptions, vet partnerships, and shot clinics.
  • Oversee live pet sales and adoptions; conduct monthly live cycle counts and address discrepancies.
  • Recommend, inform, and sell merchandise and services; promote pet parent-facing initiatives.
  • Prepare online orders for in-store pickup and ensure a smooth experience.
  • Operate point-of-sale (POS) systems, handle cash transactions, and ensure accuracy and policy compliance.
  • Maintain store standards, policies, and procedures, including safety for associates, pets, and pet parents.
  • Take immediate action for sick/injured pets, including transport to the vet if needed.
  • Maintain cleanliness of the sales floor, pet training areas, adoption center, breakroom, and restrooms.
  • Share responsibility for store opening and closing procedures to uphold brand promise.
  • Assist and work in other departments as required.

Requirements

• 2+ years of retail experience in a customer-focused environment.
• Leadership experience preferred.
• Full-time availability; flexibility to work evenings, weekends, and holidays.
• Proficiency in computer applications.
• Strong written and verbal communication skills.
• Ability to maintain composure under pressure.
• Strong organizational skills and attention to detail.

Supervisory Responsibility

No direct reports, but expected to guide and support associate development. Provides feedback on associate performance to direct supervisors and acts as Leader on Duty when other leaders are absent, including supervising associates and assigning tasks.

Physical Demands and Work Environment

• Frequently stand, walk, climb ladders, and use hands for handling, writing, etc.
• Regularly reach, stoop, kneel, crouch, talk, and hear.
• Must have depth perception and ability to lift/move up to 50 pounds; occasionally team lift over 100 pounds.
• Exposure to moving mechanical parts, wet environments, pet hair, and moderate to high noise levels.
• Regular interaction with live animals and their handling.

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.

Pay is hourly, based on relevant experience, training, skills, and store location, with a minimum of the local minimum wage. Applicants must be over the age of 18 (except in Montana or where otherwise required by local or state law).