Retail Customer Service Lead
On-site · Palm Springs, California, United States
Job Summary
PetSmart Experience Lead provides exceptional pet parent service to callers and shoppers, driving the pet parent experience strategies through loyalty and promotions, and interacting with customers in-store, over the phone, or online. Responsibilities include leading and mentoring associates, training and coaching for growth, handling daily tasks as Leader on Duty, addressing associate concerns, promoting store events and partnerships (Adoptions, Vet partnerships, Shot Clinics), overseeing live pet sales and adoptions, assisting with online order pickups, and backup to operate POS systems while ensuring store standards, safety, and policy compliance. The role requires strong customer-service skills, merchandising and promotional capabilities, proficiency with computer applications, ability to work in a fast-paced retail environment, and flexibility to work evenings, weekends, and holidays. Supervisory responsibilities are present, with guidance provided to other associates and leaders when needed.
Required Qualifications
- 2+ years of retail experience in a customer-focused environment
- Leadership experience preferred
- 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 (leadership when other Leaders are not in the store)
Additional Requirements
- Applicants must be over the age of 18 (except in Montana or where otherwise required by local or state law)
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