What are the responsibilities and job description for the Customer Service Representative position at Torentify?
About the Company
PetSmart is one of North America's leading pet retailers, serving millions of pet parents through its stores, pet services, adoption programs, veterinary partnerships, and pet care solutions.
With a mission centered around "Anything for Pets," PetSmart is committed to creating meaningful experiences for pets and their families while providing associates with opportunities for growth, development, and career advancement.
About the Role
PetSmart is seeking a customer-focused Retail Customer Service Lead (Key Holder) to support daily store operations, drive exceptional customer experiences, and provide leadership to store associates.
This role serves as a key member of the store leadership team, helping oversee customer service, merchandising, store operations, pet care standards, and associate development. The Retail Customer Service Lead may also act as the Leader on Duty when management is unavailable.
The ideal candidate is passionate about customer service, team development, retail operations, and creating positive experiences for pets and pet parents.
Key Responsibilities
Customer Experience & Service
- Deliver exceptional customer service to pet parents.
- Resolve customer concerns professionally and efficiently.
- Support loyalty programs, promotions, and customer engagement initiatives.
- Assist customers in selecting products, services, and pet care solutions.
- Ensure positive in-store and online order pickup experiences.
Team Leadership & Associate Development
- Support associate onboarding, training, coaching, and mentoring.
- Provide feedback to management regarding associate performance.
- Delegate daily tasks and monitor completion.
- Lead associates while serving as Leader on Duty.
- Promote a positive and engaging team environment.
Store Operations
- Assist with store opening and closing procedures.
- Support daily operational activities and store standards.
- Maintain merchandising and product presentation standards.
- Monitor store cleanliness and organization.
- Ensure compliance with company policies and procedures.
Pet Care & Safety
- Promote a safe environment for pets, customers, and associates.
- Support live pet sales and adoption programs.
- Identify and report sick or injured pets.
- Coordinate veterinary support when necessary.
- Maintain pet care and animal welfare standards.
Inventory & Sales Support
- Assist with inventory counts and discrepancy resolution.
- Support merchandising initiatives and promotional campaigns.
- Operate POS systems and process transactions accurately.
- Help achieve store performance and customer satisfaction goals.
Qualifications
Required
- Minimum 2 years of retail experience in a customer-focused environment.
- Strong customer service skills.
- Full-time availability with schedule flexibility.
- Basic computer proficiency.
- Strong communication and interpersonal skills.
- Excellent organizational and problem-solving abilities.
- Ability to work evenings, weekends, and holidays.
Preferred
- Leadership or supervisory experience.
- Retail operations experience.
- Experience in customer engagement and team coaching.
- Experience working in a pet-related retail environment.
Key Skills
- Customer Service
- Retail Operations
- Team Leadership
- Store Management
- Associate Training
- Merchandising
- Inventory Control
- Sales Support
- Point of Sale (POS)
- Conflict Resolution
- Communication Skills
- Store Opening & Closing
- Customer Engagement
- Pet Care
Benefits
- Weekly Pay
- Health & Wellness Benefits
- 401(k) with Company Match
- Paid Time Off
- Employee Discounts
- Tuition Assistance
- Career Development Programs
- Leadership Growth Opportunities
Work Arrangement
- Hilton Head Island, South Carolina
- Full-Time
- Onsite Position
Equal Opportunity Employer
PetSmart is an Equal Opportunity Employer committed to creating an inclusive workplace. Qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, disability, veteran status, or any other legally protected characteristic.