Retail Customer Service Supervisor (Key Holder)

Join the PetSmart Team! About Life at PetSmart At PetSmart, we believe that great pet care begins with our people. Each associate plays a key role in creating memorable experiences for pets and their families. We are currently looking for dedicated individuals to join our team in the role of Retail Customer Service Supervisor (Key Holder). Why Work With Us? Paid Weekly Health & Wellness Benefits 401k Plan with Company Match Paid Time Off for Full-Time Associates Exclusive Associate Discounts Tuition Assistance Opportunities Career Development Pathing Personal and Professional Growth Opportunities Job Overview The Retail Customer Service Supervisor plays a crucial role in delivering exceptional service to our pet parents. This position is vital in executing strategies that enhance the pet parent experience, ensuring loyalty and satisfaction while achieving store targets. You will share responsibility for ensuring the safety of customers and pets, along with maintaining store cleanliness, effective merchandising, and high associate engagement. Key Responsibilities Your role will include, but is not limited to: People Leadership: Facilitate the associate experience and support individual development through training, mentorship, and performance feedback. Ensure completion of assigned operational messages and compliance with engagement video content. Support services within the store when the Experience Leader is unavailable. Delegate and verify daily task completion among associates. Act as the Leader on Duty, directing associates and addressing any challenges. Handle associate complaints and recognize efforts that enhance engagement. Store Experience and Brand Integrity: Manage the overall pet parent experience across different channels, addressing inquiries and concerns promptly. Promote and organize store events related to pet adoptions and other community engagements. Oversee live pet sales and ensure ethical practices in adoptions. Support inventory and ensure discrepancies are addressed. Recommend and sell merchandise, services, and promotional offers. Prepare online orders for in-store pickup to guarantee a positive customer experience. Operate POS systems and handle cash transactions accurately according to company policies. Sustain store standards and foster an authoritative compliance culture. Maintain a safe environment for associates, pets, and patrons. Treat sick or injured pets according to company procedures, possibly transporting them to a veterinarian as needed. Maintain cleanliness in all areas of the store, including the sales floor and break areas. Support opening and closing store procedures. Assist in various departments as required; duties may change as needed. Adhere strictly to all company protocols and guidelines. Qualifications Minimum 2 years of retail experience focused on customer service. Prior leadership experience preferred. Must be available full-time and flexible to work evenings, weekends, and holidays. Proficiency in computer applications is essential. Strong written and verbal communication abilities. Ability to maintain composure and react effectively under pressure. Excellent organizational skills and attention to detail. Physical Demands and Environment Ability to stand, walk, climb, and use hands frequently; may require lifting or moving up to 50 pounds unassisted. Exposure to a variety of environments, including high noise levels and animals; reasonable accommodations can be made for individuals with disabilities. Do What You Love Join PetSmart to make a

meaningful impact

each day. Whether you assist customers or celebrate pet milestones, you will be creating

moments that matter . With a diverse team of 50,000 associates, we all share a passion for pets. We look forward to hearing your story and learning more about your enthusiasm for pets!

Apply Now! PetSmart is an Equal Opportunity Employer PetSmart promotes equal opportunities for all associates and applicants regardless of race, color, religion, sex, sexual orientation, gender identity, national origin, disability, or veteran status. Reasonable accommodations are available upon request as per law requirements during the application process. Applicants must be over the age of 18 (except where local law states otherwise). This job description outlines the general responsibilities associated with the position; other duties may be assigned as relevant. Compensation will be based on skills, experience, and location, ensuring compliance with minimum wage laws. For applicants in specified locations, PetSmart will consider individuals with arrest and conviction records per relevant laws.