Retail Customer Service Supervisor / Key Holder

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Join Our Team: Retail Customer Service Supervisor (Key Holder)

Life at PetSmart

At PetSmart, we focus on more than just pets; we’re deeply dedicated to our team members. Inspired by the unconditional love we receive from our pets, we strive to stay united. When our employees are content and thriving, they're empowered to offer exceptional care to our animal friends, while working in an environment that celebrates their individuality.

Benefits

  • Weekly pay
  • Full-time hours
  • Health coverage: medical, dental, vision
  • 401k plan
  • Tuition support
  • Employee discounts and perks
  • Paid leave for full-time employees
  • Career advancement
  • Growth and development opportunities

Role Summary

As an Experience Lead (Retail Customer Service Supervisor) at PetSmart, you'll enhance the experience for pet parents, aligning with the company's vision, mission, and values. Your focus will be on fostering customer loyalty and store-related interactions while meeting set targets. You will share responsibilities in ensuring safety, cleanliness, engaging displays, and employee involvement.

Key Responsibilities

Leadership:

  • Enhance the employee experience and promote their growth through training, onboarding, mentoring, and coaching. Provide input for performance reviews, disciplinary measures, and promotions.
  • Ensure completion of key operational messages and engagement videos.
  • Offer support to various service divisions in the absence of the Experience Leader.
  • Assign and confirm daily task completion.
  • Act as Leader on Duty, directing employees.
  • Address and resolve staff complaints and grievances.
  • Celebrate and acknowledge employees, enhancing overall engagement.

Store Brand and Experience:

  • Manage interactions with pet parents in various forms and address their concerns.
  • Coordinate and promote store events and partner programs.
  • Oversee live pet sales and adoption processes.
  • Conduct monthly inventory checks and resolve discrepancies.
  • Introduce and sell products and services, fostering customer-centric initiatives.
  • Prepare online orders for in-store pickup, ensuring a seamless experience.
  • Operate cash registers and handle transactions, adhering to company policies.
  • Maintain a clean and empowering store environment, enforcing policies and ethical standards.
  • Ensure a safe setting for staff, pets, and customers.
  • Respond swiftly to any sick or injured animals and arrange necessary veterinary care.
  • Keep the sales floor, training areas, adoption centers, and breakrooms tidy.
  • Play a vital role in opening and closing the store, upholding brand integrity.
  • Assist in other departments as needed, taking on additional duties.
  • Comply with all company protocols and regulations.

Qualifications

  • More than 2 years of retail experience with a customer service focus.
  • Preferred: Leadership experience.
  • Full-time hours, with flexibility required; evenings, weekends, and holiday shifts may be necessary.
  • Competent in computer applications.
  • Strong written and verbal skills.
  • Ability to handle pressure and remain composed.
  • Detail-oriented with strong organizational capabilities.

Leadership Duties

  • Guide and support team development without direct reports.
  • Offer performance insights about colleagues to supervisors.
  • Supervise and manage team activities when other Leaders are unavailable, addressing tasks and concerns as needed.

Physical Requirements and Work Setting

  • Standing, walking, ladder climbing, and hand use required. Frequent postural activities and specific vision skills are necessities. Reasonable accommodations are available for those with disabilities.
  • Frequent lifting up to 50 pounds is expected; team lifting for heavier loads. Those hired will frequently encounter moving parts and may work in pet-abundant, noisy environments.
  • Routine interaction with live animals is normal.

Pursue Your Passion

Join us to create memorable moments every day, whether it’s assisting with a pet purchase or celebrating a pet’s special day. PetSmart values diversity and the individual insights of our extensive team, all united by a love for pets.

We’re eager for you to join us in our mission to do anything for pets and those who love them. Share your story with us - apply now!

The job description is a general overview and not a complete list of all responsibilities. You will receive a detailed position description upon hiring. Pay rates are based on experience, skills, and store locale but will never fall below the legal minimum wage.

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Common Interview Questions And Answers

1. HOW DO YOU PLAN YOUR DAY?

This is what this question poses: When do you focus and start working seriously? What are the hours you work optimally? Are you a night owl? A morning bird? Remote teams can be made up of people working on different shifts and around the world, so you won't necessarily be stuck in the 9-5 schedule if it's not for you...

2. HOW DO YOU USE THE DIFFERENT COMMUNICATION TOOLS IN DIFFERENT SITUATIONS?

When you're working on a remote team, there's no way to chat in the hallway between meetings or catch up on the latest project during an office carpool. Therefore, virtual communication will be absolutely essential to get your work done...

3. WHAT IS "WORKING REMOTE" REALLY FOR YOU?

Many people want to work remotely because of the flexibility it allows. You can work anywhere and at any time of the day...

4. WHAT DO YOU NEED IN YOUR PHYSICAL WORKSPACE TO SUCCEED IN YOUR WORK?

With this question, companies are looking to see what equipment they may need to provide you with and to verify how aware you are of what remote working could mean for you physically and logistically...

5. HOW DO YOU PROCESS INFORMATION?

Several years ago, I was working in a team to plan a big event. My supervisor made us all work as a team before the big day. One of our activities has been to find out how each of us processes information...

6. HOW DO YOU MANAGE THE CALENDAR AND THE PROGRAM? WHICH APPLICATIONS / SYSTEM DO YOU USE?

Or you may receive even more specific questions, such as: What's on your calendar? Do you plan blocks of time to do certain types of work? Do you have an open calendar that everyone can see?...

7. HOW DO YOU ORGANIZE FILES, LINKS, AND TABS ON YOUR COMPUTER?

Just like your schedule, how you track files and other information is very important. After all, everything is digital!...

8. HOW TO PRIORITIZE WORK?

The day I watched Marie Forleo's film separating the important from the urgent, my life changed. Not all remote jobs start fast, but most of them are...

9. HOW DO YOU PREPARE FOR A MEETING AND PREPARE A MEETING? WHAT DO YOU SEE HAPPENING DURING THE MEETING?

Just as communication is essential when working remotely, so is organization. Because you won't have those opportunities in the elevator or a casual conversation in the lunchroom, you should take advantage of the little time you have in a video or phone conference...

10. HOW DO YOU USE TECHNOLOGY ON A DAILY BASIS, IN YOUR WORK AND FOR YOUR PLEASURE?

This is a great question because it shows your comfort level with technology, which is very important for a remote worker because you will be working with technology over time...

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