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Retail Customer Service

Lead (Key Holder) About Life at PetSmart Our associates are the heart of Team PetSmart. Together, we're building the best team in retail through our values-based culture, connection, and teamwork.

Paid Weekly Group Registered Retirement

Plan (RRSP) with company match Paid Time off for full time associates 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 has shared responsibility for the oversight of the safety of people and pets and store cleanliness, merchandising and associate engagement. Facilitates the associate experience and supports associate development.

This includes but is not limited to training, onboarding, mentoring, and coaching for growth as well as providing feedback into associate performance reviews, disciplinary action and promotions. Validates completion of assigned operational messages and engagement video compliance. Supports the various Services businesses as needed when the Experience Leader is not available Address and administer associate complaints and grievances.

Responsible for pet parent experience and outcomes conducted over the telephone, in person or online, and responding to pet parent concerns. Responsible for live pet sales and pet adoptions. Supports with monthly live cycle counts, addresses discrepancies.

Prepares online orders for pick-up in store and ensures a smooth, positive, pick-up experience Backup to operate point-of-sale (POS) systems and handle cash transactions, ensuring accuracy and compliance with company policies. Maintains store standards and leads a culture of empowerment by ensuring compliance to our policies and procedures (P&Ps;) and code of ethics.



Responsible for taking immediate action and reports when a sick/injured pet is identified in the store; Maintains sales floor, pet training, adoption center, breakroom and restroom cleanliness standards.

Assists and works in other departments as required. Follows all company policies and procedures. 2+ years of retail experience in a customer-focused environment. ~ Full-time availability required, flexibility in schedule, able to work evenings, weekends, and holidays as needed. ~ Proficiency in computer applications. ~ Ability to react under pressure and maintain composure. ~ No direct reports, however, are expected to guide and support the development of other associates. Provides feedback on associate performance to direct supervisor.

Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions. While performing the duties of this job, the associate is occasionally exposed to moving mechanical parts, as well as a wet environment with an abundance of pet hair. Exposure to live animals and their handling is common.

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 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. Exact rate of pay will be based on relevant experience level, training, skills or knowledge and store location. This position is paid on a per hour basis. In no instance will PetSmart pay less than the local minimum wage.

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