Retail Customer Service Lead
On-site · Bourne, Massachusetts, United States
Job Summary
PetSmart’s Experience Lead (Retail Customer Service Lead) drives the pet parent experience and store performance by leading associates, delivering exceptional customer service, promoting loyalty and promotional initiatives, coordinating adoptions and partnerships, managing POS and daily tasks, and maintaining store standards and safety. Responsibilities include training and mentoring associates, addressing associate concerns, supporting services when needed, validating operational messages, coordinating events, handling live pet sales/adoptions, supporting monthly counts, and ensuring a positive checkout and pickup experience while upholding brand integrity and policies.
Required Qualifications
- 2+ years of retail experience in a customer-focused environment
- Leadership experience preferred
- Full-time availability required, flexibility in schedule, able to work evenings, weekends, and holidays as needed
- 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: acts as Leader when other Leaders are not in the store
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