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PetSmart

Retail Customer Service Lead

Markham, ON, Canada

Job type: Full-time
Apply by: Oct 25, 2026
Experience: 2+ years of retail experience in a customer-focused environment.
Posting language: English
Posted: Sep 25, 2026

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Original job description

PetSmart does Anything for Pets – JOIN OUR TEAM!

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. Our goal is to create a culture where associates learn and grow together, thrive as effective teams, and challenge each other to be the best they can be.

Benefits That Benefit You

Take care of yourself and your family members - whether they be two-legged or four, have feathers, fur, or fins. Enjoy true rewards (plus lots of warm, fuzzy feelings)! Check out some of our AWEsome offerings:

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 Lead) provides exceptional pet parent service to Pet Parents while upholding the company’s vision, mission, values, and strategy. This role is expected to drive the pet parent experience strategies through loyalty and promotions, and pet parent interaction throughout the store while achieving targeted results. This role has shared responsibility for the oversight of the safety of people and pets and store cleanliness, merchandising and associate engagement.

Essential Responsibilities

Job responsibilities include, but are not limited to, the following and may vary depending on store characteristics and needs:

People Leadership:

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
Delegate and validate completion of daily tasks.
Leads and directs associates when acting as the Leader on Duty
Address and administer associate complaints and grievances.
Recognizes and celebrates associates driving overall associate engagement.

Brand Integrity and Overall Store Experience:

Responsible for pet parent experience and outcomes conducted over the telephone, in person or online, and responding to pet parent concerns.
Promotes and coordinates store events and marketing for Adoptions, Vet partnerships and Shot Clinics.
Responsible for live pet sales and pet adoptions.
Supports with monthly live cycle counts, addresses discrepancies.
Recommends, informs, and sells merchandise and services and promotes pet parent facing initiatives.
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.
Ensures a safe environment for our associates, pets, and pet parents.
Responsible for taking immediate action and reports when a sick/injured pet is identified in the store; transport to the vet as needed.
Maintains sales floor, pet training, adoption center, breakroom and restroom cleanliness standards.
Shared responsibility with store opening and closing procedures to ensure we uphold our brand promise.
Assists and works in other departments as required. Other duties may be assigned.
Follows all company policies and procedures.

Qualifications

2+ years of retail experience in a customer-focused environment.
Leadership experience preferred.
Full-time availability required, flexibility in 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, however, are expected to guide and support the development of other associates.
Provides feedback on associate performance to direct supervisor.
Acts as the Leader when other Leaders are not in the store. This includes supervising associates, assigning tasks and addressing any concerns.

Essential Physical Demands And Work Environment

Associate required to stand, walk, climb a ladder, and use hands to handle, feel, hold, write, etc. The associate frequently is required to reach with hands and arms: stoop, kneel, crouch, talk and hear. Specific vision abilities required by this job include depth perception. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.
Associate must frequently lift and/or move up to 50 pounds and occasionally team lift and/or move more than 100 pounds. Specific vision abilities required by this job include depth perception.
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. The noise level is moderate in the work environment; however, associates may be exposed to high levels of noise at times. Exposure to live animals and their handling 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.

We’re delighted you’re interested in joining our pack and helping us in our commitment to doing Anything for Pets, and the people who love them. We're excited to hear your story and learn more about you! Apply Now!

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.

This job summary is intended to describe the general nature and level of work associates/leaders assigned to this job perform. It is not intended to include all duties and responsibilities. You will be provided with a copy of a job description for the actual position you are hired into. 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. This position is also eligible for benefits as described at https://benefits.petsmart.com/ca/

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More about this job

Responsibilities

Lead the in-store customer experience by assisting pet parents, promoting products and services, supporting loyalty initiatives, and coordinating store events and online order pickups. Guide associates and daily store operations while helping maintain sales, merchandising, cleanliness, safety, and animal-care standards.

Requirements

Requires at least two years of retail experience in a customer-focused environment; leadership experience is preferred. Candidates must be available full-time with schedule flexibility, including evenings, weekends, and holidays, and have computer proficiency, strong communication and organizational skills, attention to detail, and the ability to remain composed under pressure.

Skills

Customer Service
Retail Sales
Leadership
Associate Training And Coaching
Conflict Resolution
Communication
Point-Of-Sale Operations
Cash Handling
Merchandising
Inventory Cycle Counts
Store Operations
Online Order Fulfillment
Event Coordination
Safety And Cleanliness
Organization
Computer Proficiency

Benefits

Paid Weekly
Health And Wellness Benefits
Group Registered Retirement Plan With Company Match
Paid Time Off
Associate Discounts
Tuition Assistance
Career Pathing
Development Opportunities

Visa sponsorship

Not detected in the job text

Keywords

Retail
Customer Service
Pet Parents
Pet Care
Retail Sales
Leadership
Associate Development
Training
Onboarding
Mentoring
Coaching
Performance Feedback
Store Operations
Leader On Duty
Loyalty Programs
Promotions
Merchandising
Point-Of-Sale Systems
Cash Transactions
Inventory Cycle Counts
Online Order Pickup
Adoptions
Veterinary Partnerships
Shot Clinics
Store Events
Safety Procedures
Animal Handling
Opening And Closing Procedures
Computer Applications

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