Retail Customer Service Supervisor

PetSmart Coquitlam, British Columbia, Canada

Retail Customer Service Supervisor (Key Holder)

Benefits That Benefit You

• Paid Weekly
• Health & Wellness Benefits*
• Group Registered Retirement Plan (RRSP) with company match
• Paid Time off for full‑time associates
• Associate discounts
• Tuition Assistance
• Career pathing
• Development opportunities

Job Summary

PetSmart’s Experience Lead (Retail Customer Service Supervisor) provides exceptional pet parent service while upholding the company’s vision, mission, values, and strategy. This role drives pet parent experience strategies through loyalty and promotions, manages pet parent interaction throughout the store, and ensures targeted results. It shares responsibility for safety of people and pets, store cleanliness, merchandising, and associate engagement.

Essential Responsibilities

• Facilitates the associate experience and supports associate development, including training, onboarding, mentoring, coaching, performance reviews, disciplinary action, and promotions.
• Validates completion of assigned operational messages and engagement video compliance.
• Provides support to various services businesses when the Experience Leader is unavailable.
• Delegates and validates completion of daily tasks.
• Leads and directs associates while acting as Leader on Duty.
• Addresses and administers associate complaints and grievances.
• Recognizes and celebrates associates driving overall engagement.
• Manages pet parent experience and outcomes via telephone, in person, or online, responding to concerns.
• Promotes and coordinates store events and marketing for adoptions, vet partnerships, and shot clinics.
• Handles live pet sales and adoptions.
• Conducts monthly live cycle counts and addresses discrepancies.
• Recommends, informs, and sells merchandise and services, promoting pet parent‑facing initiatives.
• Prepares online orders for pick‑up and ensures a smooth, positive pick‑up experience.
• Operates point‑of‑sale systems and handles cash transactions, ensuring accuracy and compliance with company policies.
• Maintains store standards and fosters a culture of empowerment through compliance with policies, procedures (P&Ps), and code of ethics.
• Ensures a safe environment for associates, pets, and pet parents.
• Takes immediate action and reports on sick/injured pets, transporting them to the vet as needed.
• Maintains cleanliness of sales floor, pet training, adoption center, breakroom, and restroom.
• Shares responsibility with store opening and closing procedures to uphold brand promise.
• Assists and works with other departments as required; other duties may be assigned.
• Follows all company policies and procedures.

Qualifications

• 2+ years retail experience in a customer‑focused environment.
• Leadership experience preferred.
• Full‑time availability required; flexible 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 Responsibilities

• No direct reports, but expected to guide and support associate development.
• Provides feedback on associate performance to direct supervisor.
• Acts as Leader when other Leaders are absent; this includes supervising associates, assigning tasks, and addressing concerns.

Essential Physical Demands And Work Environment

• Requires standing, walking, climbing ladders, using hands to handle, feel, hold, write, etc. Frequent reaching with hands and arms, stooping, kneeling, crouching; depth perception required.
• Frequent lifting of up to 50 pounds, occasionally team lifting more than 100 pounds; depth perception required.
• Exposure to moving mechanical parts, wet environments with pet hair; noise level moderate, occasionally high; exposure to live animals is common.

Do What You Love

Join us for a chance to make a meaningful impact every day. Whether it’s helping a customer choose their first fish, celebrating a pet’s birthday, or seeing the smile on a pet parent’s face after a fresh groom—you’ll create moments that matter. At PetSmart, we cherish diversity and the unique perspectives of our 50,000 associates, all united by a passion for pets.

PetSmart is an Equal Opportunity Employer

PetSmart provides an equal opportunity for all associates and job applicants without regard to race, colour, religion, sex, sexual orientation, gender identity, national origin, disability, veteran status, or other legally protected characteristics. We offer reasonable accommodations to applicants with disabilities throughout our application process, upon request and as required by law.