Retail Customer Service Lead

Job overview

The Retail Customer Service Lead is an onsite role based in Mesa, AZ. Compensation is not specified for this position, which supports the store's retail department team in delivering exceptional service to pet parents. This role exists to drive customer experience strategies through loyalty programs and promotions while ensuring store cleanliness, safety, and effective associate engagement. The lead acts as a key holder, overseeing daily operations and supporting team development to meet company goals.

What you'll do

• Facilitates associate experience and development, including training and coaching.
• Validates operational messages and engagement video compliance.
• Acts as Leader on Duty, directing associates and addressing complaints.
• Manages pet parent interactions, store events, and live pet sales.
• Maintains store cleanliness and safety standards.
• Operates POS systems and handles cash transactions.

What we're looking for

Skills & competencies

retail

customer service

key holder

mesa az

full-time

day shift

petsmart

retail operations

customer experience

onsite

Work arrangement

• Weekend coverage required

Benefits & perks

• Paid Weekly, Health & Wellness Benefits, 401k Plan with company match, Paid Time off, Associate discounts, Tuition Assistance

Why this role

Key Holder role with focus on pet parent loyalty and store operations.

About the employer

PetSmart is hiring for this role. Industry: All Other General Merchandise Retailers. Sector: 45.