Retail Customer Service Supervisor

Retail Customer Service Supervisor (Key Holder) PetSmart’s Experience Lead (Retail Customer Service Supervisor) provides exceptional pet parent service to Pet Parents while upholding the company’s vision, mission, values, and strategy. This role is expected to drive the pet parent experience strategies through loyalty and promotions, and pet parent interaction throughout the store while achieving targeted results. This role has shared responsibility for the oversight of the safety of people and pets and store cleanliness, merchandising and associate engagement. About Life at PetSmart At PetSmart, Anything for Pets begins with our people. Every associate plays a vital role in creating meaningful experiences for pets and their families, and we empower our teams with the tools, resources, and opportunities to grow and succeed. Benefits that benefit you Paid Weekly Health & Wellness Benefits 401k Plan with company match Paid Time off for full‑time associates Associate discounts Tuition Assistance Career pathing Development opportunities Essential Responsibilities Job responsibilities include, but are not limited to, the following and may vary depending on store characteristics and needs: People Leadership 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. Delegate and validate completion of daily tasks. Leads and directs associates when acting as the Leader on Duty. 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. Responsible for live pet sales and pet adoptions. Supports 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 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. Responsible for taking immediate action and reporting when a sick/injured pet is identified in the store; transport to the vet as needed. Maintains sales floor, pet training, adoption center, breakroom and restroom cleanliness standards. Shared responsibility with store opening and closing procedures to uphold our brand promise. Assists and works in other departments as required. Other duties may be assigned. Follows all company policies and procedures. 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. Supervisory responsibility 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, 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. Frequently required to reach with hands and arms: stoop, kneel, crouch, talk and hear. Specific vision abilities required include depth perception. 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 include depth perception. While performing duties, the associate is occasionally exposed to moving mechanical parts, a wet environment with an abundance of pet hair, moderate to high noise levels, and exposure to live animals and their handling. Do what you love Join us for a chance to make a meaningful impact every day. Whether it's helping a customer choose their first fish, celebrating a pet's birthday, or seeing the smile on a pet parent’s face after a fresh groom—you’ll create moments that matter. At PetSmart, we cherish diversity and the unique perspectives of our 50,000 associates, all united by a passion for pets. PetSmart is an Equal Opportunity Employer PetSmart provides an equal opportunity for all associates and job applicants without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, disability, veteran status, or other legally protected characteristics. We offer reasonable accommodations to applicants with disabilities throughout our application process, upon request and as required by law. Applicants must be over the age of 18 (except in Montana or where otherwise required by local or state law). For applicants in our Waterloo, San Francisco, or Los Angeles locations: Pursuant to the Waterloo and San Francisco Fair Chance Ordinance, as well as the Los Angeles Fair Chance Initiative for Hiring, we will consider for employment, qualified applicants with arrest and conviction records in a manner consistent with the law. #J-18808-Ljbffr