Retail Customer Service Lead (Key Holder)

Job overview

Retail Customer Service Lead (Key Holder) at PetSmart in Roanoke, VA. This is an onsite position with compensation not specified. PetSmart is a leading pet retailer. The Retail Customer Service Lead provides exceptional pet parent service, drives loyalty and promotions, and manages pet parent interactions to achieve targeted results, while also sharing responsibility for store safety, cleanliness, merchandising, and associate engagement.

What you'll do

• Facilitates associate experience and supports associate development through training, onboarding, mentoring, and coaching.
• Provides feedback on associate performance.
• Validates completion of operational messages and engagement video compliance.
• Supports services businesses as needed.
• Delegates and validates daily tasks.
• Leads and directs associates when acting as Leader on Duty.
• Addresses associate complaints and grievances.
• Recognizes and celebrates associates driving engagement.
• Responsible for pet parent experience and outcomes via phone, in-person, or online.
• Promotes and coordinates store events and marketing for Adoptions, Vet partnerships, and Shot Clinics.
• Responsible for live pet sales and adoptions.
• Supports with monthly live cycle counts.
• Recommends, informs, and sells merchandise and services.
• Prepares online orders for pick-up.
• Backup for POS systems and cash transactions.
• Maintains store standards and compliance.
• Ensures a safe environment for associates, pets, and pet parents.
• Takes immediate action for sick/injured pets.
• Maintains sales floor, pet training, adoption center, breakroom, and restroom cleanliness.
• Shared responsibility for store opening and closing procedures.
• Assists in other departments as required.

What we're looking for

Experience

2+ years of retail experience

Skills & competencies

retail customer service lead

petsmart

roanoke va

full-time

onsite

retail

customer service

key holder

pet parent experience

sales

adoptions

leadership

Work arrangement

• Weekend coverage required

Benefits & perks

• 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

About the employer

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