Retail Store Customer Service Supervisor - Full Benefits - (Key Holder)

August 28, 2025

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Retail Store Customer Service Supervisor - Full Benefits (Key Holder)

About Working With Us

We are committed to caring for both our customers and our associates. Inspired by the loyalty and affection of pets, our team works together to create an environment where each person can flourish.

When our associates are thriving, they can provide the best service to our animal friends while being themselves at work.

Benefits

Pay & Time Off

- Weekly pay
- Paid time off

Health & Wellness

- Medical plan options with different carriers and coverage levels
- Eligible dependents include spouse, domestic partner, children under 26, or those meeting certain disability requirements; dependent eligibility is subject to verification
- Spousal surcharge applies if spouse has other employer coverage, except in specific situations
- Prescription benefits included with medical coverage; CVS Caremark for many plans and CVS RxSavings Plus available; plan formularies may change
- Health Savings Account available on select plans; company contributions plus personal deposits up to IRS limits; investment options available with certain thresholds
- Dental insurance available with multiple plans for full-time staff
- Vision plans available with several options for full-time associates

Retirement & Savings
- 401(k) program

Education & Growth
- Tuition support
- Development opportunities
- Career path advancement

Perks
- Associate discounts
- Additional perks

Position Overview

As a Retail Customer Service Supervisor (Experience Lead), you will ensure an outstanding experience for customers, supporting the company’s goals and values.

You will help drive customer satisfaction, store engagement, and team success.

You will assist in keeping the store environment safe, clean, well-presented, and inclusive for all employees.

Main Responsibilities

Leadership

- Support the growth and well-being of associates through training, mentoring, coaching, and onboarding
- Contribute to performance feedback, disciplinary actions, and promotions
- Oversee the completion of required communications and training materials
- Step in to help other service areas when needed
- Assign and verify the completion of daily tasks
- Serve as Leader on Duty, directing staff and store operations as needed
- Address staff questions, issues, and concerns
- Recognize and celebrate team achievements to foster engagement

Brand and Customer Experience

- Interact with customers in person, by phone, or through other means, responding to questions or concerns
- Help organize and lead store events and promotional programs
- Supervise live pet sales and coordinate pet adoption processes
- Conduct regular inventory checks and resolve any discrepancies
- Recommend and promote products and services that suit customer needs
- Manage online order pickups to ensure a smooth process
- Operate cash registers and process transactions in line with company guidelines
- Keep the store clean, welcoming, and in compliance with company policies and ethics
- Ensure safety for all staff, animals, and customers
- Respond promptly to sick or injured animals, securing proper veterinary care
- Maintain clean and organized sales areas, training rooms, adoption centers, and employee spaces
- Take part in store opening and closing procedures, helping enforce brand standards
- Assist with tasks in other departments when required
- Follow all company protocols and practices

Qualifications

- At least 2 years of retail experience with an emphasis on customer service
- Leadership experience is preferred
- Full-time hours with flexibility for evenings, weekends, and holidays
- Strong computer skills
- Effective communication skills, both written and spoken
- Ability to remain calm in busy and challenging situations
- Attention to detail and strong organizational habits

Leadership Functions

- Guide and encourage the team, even though direct management reports are not assigned
- Offer feedback and support for performance evaluations to supervisors
- Supervise team activities in the absence of other Leaders, including handling tasks and addressing concerns

Physical and Work Environment

- Frequent standing, walking, climbing ladders, and use of hands are necessary; vision requirements must be met. Reasonable modifications are available for those with disabilities
- Regular lifting up to 50 pounds, with team lift practices for heavier weights
- Work often involves moving mechanical parts and exposure to animals and loud settings
- Regular interaction with live animals is part of the job

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Common Interview Questions And Answers

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