Retail Customer Service Supervisor
PetSmart, East Aurora, NY, United States
Retail Customer Service Supervisor (Key Holder)
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. This posting reflects an existing vacancy.
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
Job Summary
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 drives pet parent experience strategies through loyalty and promotions, and pet parent interaction throughout the store while achieving targeted results. It has shared responsibility for the oversight of the safety of people and pets and store cleanliness, merchandising and associate engagement.
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. This includes but is not limited to 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 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.
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 with monthly live cycle counts, addressing 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 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 policies and procedures (P&Ps) and code of ethics.
Ensures a safe environment for associates, pets, and pet parents.
Responsible for taking immediate action and reports 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.
Shares responsibility with store opening and closing procedures to uphold the 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, is 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. This includes supervising associates, assigning tasks and addressing any concerns.
Essential Physical Demands and Work Environment
Requires standing, walking, climbing a ladder, and using hands to handle, feel, hold, write, etc. Frequent reaching with hands and arms: stooping, kneeling, crouching, talking, and hearing. Specific vision abilities required include depth perception. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.
Requires frequent lifting and/or moving up to 50 pounds and occasionally team lifting and/or moving more than 100 pounds. Specific vision abilities required include depth perception.
May be exposed to moving mechanical parts, a wet environment with an abundance of pet hair, moderate noise levels, and live animals handling.
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.
This job summary is intended to describe the general nature and level of work associates/leaders assigned to this job perform. It is not intended to include all duties and responsibilities. A copy of the actual position job description will be provided upon hire.
Exact rate of pay will be based on relevant experience level, training, skills or knowledge and store location. This position is paid on a per hour basis and will not pay less than the local minimum wage. The position is also eligible for benefits as described at https://benefits.petsmart.com/us/.
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
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. This posting reflects an existing vacancy.
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
Job Summary
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 drives pet parent experience strategies through loyalty and promotions, and pet parent interaction throughout the store while achieving targeted results. It has shared responsibility for the oversight of the safety of people and pets and store cleanliness, merchandising and associate engagement.
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. This includes but is not limited to 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 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.
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 with monthly live cycle counts, addressing 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 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 policies and procedures (P&Ps) and code of ethics.
Ensures a safe environment for associates, pets, and pet parents.
Responsible for taking immediate action and reports 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.
Shares responsibility with store opening and closing procedures to uphold the 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, is 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. This includes supervising associates, assigning tasks and addressing any concerns.
Essential Physical Demands and Work Environment
Requires standing, walking, climbing a ladder, and using hands to handle, feel, hold, write, etc. Frequent reaching with hands and arms: stooping, kneeling, crouching, talking, and hearing. Specific vision abilities required include depth perception. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.
Requires frequent lifting and/or moving up to 50 pounds and occasionally team lifting and/or moving more than 100 pounds. Specific vision abilities required include depth perception.
May be exposed to moving mechanical parts, a wet environment with an abundance of pet hair, moderate noise levels, and live animals handling.
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.
This job summary is intended to describe the general nature and level of work associates/leaders assigned to this job perform. It is not intended to include all duties and responsibilities. A copy of the actual position job description will be provided upon hire.
Exact rate of pay will be based on relevant experience level, training, skills or knowledge and store location. This position is paid on a per hour basis and will not pay less than the local minimum wage. The position is also eligible for benefits as described at https://benefits.petsmart.com/us/.
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