Retail Customer Service Lead (Key Holder)

Job overview

Retail Customer Service Lead (Key Holder), onsite in Washington, PA. Compensation is not specified. PetSmart is a leading pet retailer. This role provides exceptional pet parent service, drives loyalty and promotions, and manages pet parent interactions throughout the store, contributing to safety, cleanliness, and associate engagement.

What you'll do

• Provide exceptional pet parent service via telephone, in person, or online.
• Drive pet parent experience strategies, loyalty, and promotions.
• Achieve targeted results in pet parent interactions.
• Oversee safety of people and pets, store cleanliness, merchandising, and associate engagement.
• Facilitate associate experience and development.
• Validate completion of operational messages and engagement videos.
• Support services businesses.
• Delegate and validate daily tasks.
• Lead and direct associates as Leader on Duty.
• Address associate complaints and grievances.
• Recognize and celebrate associates driving engagement.
• Promote store events and marketing for adoptions, vet partnerships, and shot clinics.
• Responsible for live pet sales and adoptions.
• Assist with inventory counts.
• Recommend, inform, and sell merchandise and services.
• Prepare and ensure smooth pickup of online orders.
• Backup POS operations.
• Maintain store standards and ensure compliance.
• Ensure a safe environment for associates, pets, and pet parents.
• Take immediate action for sick/injured pets.
• Maintain cleanliness of sales floor, training, adoption center, and breakroom/restrooms.
• Assist in other departments as required.

What we're looking for

Experience

2+ years of retail experience

Skills & competencies

retail customer service lead

petsmart

washington pa

full-time

day shift

retail

customer service

key holder

pet parent experience

associate development

leadership

sales

Work arrangement

• Weekend coverage required

About the employer

PetSmart is hiring for this role. Industry: Used Merchandise Retailers. Sector: 45.