Retail Customer Service Lead (Key Holder)

Job overview

PetSmart is seeking a Retail Customer Service Lead (Key Holder) in Wesley Chapel, NC. This is an onsite position with a salary range of $0.0 - $0.0. PetSmart is a company that focuses on pets and their families, empowering their teams with tools and resources for growth.

What you'll do

• 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. Facilitates the associate experience and supports associate development. 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. Address and administer associate complaints and grievances. Recognizes and celebrates associates driving overall associate engagement. 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, 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. Backup 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 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 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. Shared responsibility with store opening and closing procedures to ensure we uphold our brand promise. Assists and works in other departments as required. Other duties may be assigned. Follows all company policies and procedures.

What we're looking for

Experience

2+ years of retail experience

Skills & competencies

retail customer service lead

petsmart

wesley chapel

nc

united states

full-time

onsite

retail

customer service

pet parent experience

loyalty programs

sales

Work arrangement

• Weekend coverage required

About the employer

PetSmart is hiring for this role. Industry: All Other Personal Services. Sector: 81.