Why Join PetSmart

PetSmart does Anything for Pets – and it starts with our people! Join a team where every associate creates meaningful experiences for pets and their families. We empower you with tools, resources, and growth opportunities in a supportive environment. This Retail Customer Service Supervisor role in Rio Rancho, NM, fills an active vacancy with full-time hours and career advancement potential.

Role Overview

As Retail Customer Service Supervisor (Key Holder/Experience Lead), you'll deliver exceptional service to pet parents while upholding PetSmart's vision, mission, and values. Drive loyalty, promotions, and interactions to achieve results. Share oversight of store safety, cleanliness, merchandising, and associate engagement. Act as Leader on Duty, guiding teams without direct reports but providing performance feedback.

Key Responsibilities

People Leadership

Facilitate associate onboarding, training, mentoring, and coaching. Delegate tasks, validate compliance, lead when managers are absent, address grievances, and celebrate engagement.

Brand Integrity & Store Experience

Handle pet parent service via phone, in-person, or online. Promote events like adoptions, vet partnerships, and shot clinics. Manage live pet sales/adoptions, cycle counts, merchandise sales, online pickups, POS operations, store cleanliness, safety protocols, and opening/closing procedures.

Experience & Skills

Require 2+ years retail customer service experience; leadership preferred. Full-time flexibility for evenings, weekends, holidays essential. Excel in communication, organization, composure under pressure, and computer skills. Passion for pets and pet parents a plus.

Benefits

Enjoy paid weekly wages, health/wellness coverage, 401k match, PTO, associate discounts, tuition assistance, and robust career development. Build your future while making a difference for pets!