Retail Customer Service Lead
On-site · Tampa, Florida, United States
Job Summary
Retail Customer Service Lead at PetSmart responsible for delivering an exceptional pet-parent experience, driving loyalty and promotions, and overseeing store operations. The role leads associates, handles customer interactions in-store and online, supports adoptions and partnerships (Vet, Shot Clinics), assists with merchandising and live sales, operates POS systems, and ensures store safety and cleanliness while maintaining brand standards. Key duties include training and coaching, performance feedback, resolving associate concerns, enabling a smooth pick-up experience for online orders, and participating in opening/closing procedures. Strong emphasis on leadership, customer service excellence, and cross-department collaboration.
Required Qualifications
- 2+ years of retail experience in a customer-focused environment
- Leadership experience preferred
- Full-time availability required; able to work evenings, weekends, and holidays
- Proficiency in computer applications
- Strong written and verbal communication skills
- Ability to react under pressure and maintain composure
- Strong organizational skills and attention to detail
- Supervisory responsibility
- Ability to train onboarding and coach growth of associates
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