Job Details

Join the PetSmart Team - We Do Anything for Pets!

Position: Customer Experience Supervisor (Key Holder)

Why Work at PetSmart? At PetSmart, we greatly value our teammates! Each associate plays a vital role in delivering memorable experiences for pets and their families. Join us as we seek talented individuals for this exciting role!

Benefits You Will Enjoy:

• Competitive Weekly Pay
• Health & Wellness Benefits
• 401k Plan with Company Match
• Paid Time Off for Full-Time Associates
• Associate Discounts
• Tuition Assistance
• Career Advancement Opportunities
• Personal Development Programs

Job Summary

The Customer Experience Supervisor is essential in providing extraordinary service to pet parents while embodying PetSmart's values and mission. In this role, you will enhance the pet parent experience through loyalty strategies and in-store interactions, all while meeting performance goals. This position also encompasses ensuring safety for pets and associates, maintaining store cleanliness, and fostering associate engagement.

Key Responsibilities:

• People Leadership:
• Foster associate development through training, mentoring, and performance feedback.
• Ensure compliance with operational messages and engagement video guidelines.
• Support services operations in the absence of the Experience Leader.
• Delegate tasks and promote team accountability.
• Act as the Leader on Duty, guiding associates and handling inquiries.
• Address associate grievances and celebrate team achievements.
• Brand Integrity & Store Experience:
• Manage pet parent interactions across all platforms and address concerns proactively.
• Coordinate marketing efforts for store events, including adoptions and services.
• Oversee live pet sales, adoptions, and related responsibilities.
• Assist in inventory management and resolve discrepancies.
• Promote merchandise and service initiatives.
• Facilitate a seamless online order pick-up experience.
• Ensure accuracy in POS operations and cash handling.
• Uphold store standards for safety, cleanliness, and compliance.
• Act upon any identified health concerns in pets.
• Maintain overall cleanliness and organization of store areas.
• Participate in store opening and closing functions.
• Support cross-departmental needs as required.

Qualifications:

• 2+ years of retail experience in a customer-centric role.
• Leadership experience is preferred.
• Full-time availability with flexible scheduling for evenings, weekends, and holidays.
• Proficient in computer applications.
• Strong verbal and written communication skills.
• Ability to remain composed in high-pressure situations.
• Strong organizational skills and detail-oriented approach.

Physical Requirements:

• Stand, walk, and climb ladders frequently; use hands for various tasks.
• Lift and/or move items up to 50 pounds frequently and over 100 pounds occasionally with team support.
• Exposure to live animals, moderate noise, and wet environments typical of a pet retail setting.

Make a Meaningful Impact

Join us to create unforgettable moments for pets and their families. Whether you're guiding a customer on their first pet, celebrating special occasions, or ensuring a safe environment, you'll play a key role in our mission. At PetSmart, we value diversity and the unique contributions of our 50,000 associates who share a passion for pets. We look forward to hearing from you!

PetSmart is an Equal Opportunity Employer.

We offer equal opportunity employment to all associates and applicants, ensuring a workplace free from discrimination. Reasonable accommodations will be provided as required by law.

This position is compensated at a rate of $13.66 - $19.19 per hour based on experience and location. Applicants must be over the age of 18, in compliance with local laws.