Retail Customer Service Lead

Job overview

PetSmart is seeking a Retail Customer Service Lead in Mays Landing, NJ. This is an onsite position with no specified salary. PetSmart is a leading pet retailer dedicated to making a difference in the lives of pets and their families. This role provides exceptional pet parent service, drives loyalty and promotions, and manages pet parent interactions throughout the store, contributing to overall store success and a positive customer experience.

What you'll do

• 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

Education

High School Diploma or GED

Experience

2+ years of retail experience in a customer-focused environment.

Skills & competencies

retail

customer service lead

petsmart

mays landing nj

full-time

onsite

key holder

pet parent service

sales

leadership

Work arrangement

• Weekend coverage required

About the employer

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