Retail Customer Service Supervisor

Retail Customer Service Supervisor (Key Holder) PetSmart does Anything for Pets – JOIN OUR TEAM Benefits That Benefit You Paid Weekly Health & Wellness Benefits* Group Registered Retirement Plan (RRSP) 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 while upholding the company’s vision, mission, values, and strategy. This role drives pet parent experience strategies through loyalty and promotions, and ensures a high-quality interaction throughout the store while achieving targeted results. The role shares responsibility for the safety of people and pets and store cleanliness, merchandising and associate engagement. Essential Responsibilities People Leadership Facilitate the associate experience and support associate development, including training, onboarding, mentoring, and coaching for growth, and provide feedback into performance reviews, disciplinary action and promotions. Validate completion of assigned operational messages and engagement video compliance. Support the various Services businesses as needed when the Experience Leader is unavailable. Delegate and validate completion of daily tasks. Lead and direct associates when acting as the Leader on Duty. Address and administer associate complaints and grievances. Recognize and celebrate associates who drive overall engagement. Brand Integrity and Overall Store Experience Responsible for pet parent experience and outcomes conducted over the telephone, in person or online, and respond to pet parent concerns. Promote and coordinate store events and marketing for adoptions, veterinary partnerships and shot clinics. Responsible for live pet sales and adoptions. Support monthly live cycle counts and address discrepancies. Recommend, inform, and sell merchandise and services and promote pet parent‑facing initiatives. Prepare online orders for pick‑up in store and ensure a smooth positive pick‑up experience. Back up to operate POS systems and handle cash transactions, ensuring accuracy and compliance with company policies. Maintain store standards and lead a culture of empowerment by ensuring compliance with P&Ps and the code of ethics. Ensure a safe environment for associates, pets, and pet parents. Take immediate action and report when a sick/injured pet is identified in the store; transport to the vet as needed. Maintain sales floor, pet training, adoption center, breakroom and restroom cleanliness standards. Share responsibility with store opening and closing procedures to uphold our brand promise. Assist and work in other departments as required. Other duties may be assigned. Follow 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 Responsibilities No direct reports, but expected to guide and support the development of other associates. Provide feedback on associate performance to direct supervisor. Act as Leader when other Leaders are not in the store; supervise associates, assign tasks and address concerns. Essential Physical Demands and Work Environment Required to stand, walk, climb a ladder, and use hands to handle, feel, hold, write, etc. Frequently reach with hands and arms: stoop, kneel, crouch, talk and hear. Specific vision abilities required include depth perception. Reasonable accommodations may be made to enable individuals with disabilities to perform essential functions. Must frequently lift and/or move up to 50 pounds and occasionally team‑lift more than 100 pounds. Specific vision abilities required include depth perception. Often exposed to moving mechanical parts, wet environment with pet hair. Noise level moderate; may be exposed to higher levels at times. Exposure to live animals and their handling is common. 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. Equal Opportunity Employer PetSmart provides an equal opportunity for all associates and job applicants without regard to race, colour, 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. You will be provided with a copy of a job description for the actual position you are hired into. 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. In no instance will PetSmart pay less than the local minimum wage. This position is also eligible for benefits as described at https://benefits.petsmart.com/ca/. #J-18808-Ljbffr