Retail Customer Service Lead
On-site · Hilton Head Island, South Carolina, United States
Job Summary
PetSmart’s Experience Lead (Retail Customer Service Lead) provides exceptional pet parent service to Pet Parents while upholding the company’s vision, mission, values, and strategy. This role drives pet parent experience strategies through loyalty and promotions, and pet parent interaction throughout the store, with shared responsibility for safety of people and pets and store cleanliness, merchandising and associate engagement. Responsibilities include leading and coaching associates, onboarding and development, validating operational messages, supporting Services businesses, delegating daily tasks, assisting as Leader on Duty, addressing associate concerns, and promoting live pet sales, adoptions, and partnerships. The role also handles customer interactions, prepares online orders for pickup, operates POS, and upholds store standards and policies while ensuring a safe work environment and adherence to brand promises.
Required Qualifications
- 2+ years of retail experience in a customer-focused environment
- Leadership experience preferred
- Full-time availability; ability 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 (leading associates when Leader on Duty)
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