Retail Customer Service Lead

About the role

PetSmart is seeking a Retail Customer Service Lead (Key Holder) to deliver exceptional service to pet parents while supporting store operations and associate development. This full‑time, onsite position in Windsor, ON, combines leadership, sales, and pet‑care responsibilities.

Key responsibilities

• Lead and mentor associates through training, onboarding, coaching and performance feedback.
• Drive pet parent experience across phone, in‑store and online channels, handling inquiries and promoting loyalty programs.
• Oversee store events such as adoptions, vet partnerships and shot clinics, and manage live pet sales and adoptions.
• Maintain store standards, safety, cleanliness and merchandising, including monthly cycle counts and POS cash handling.

Required profile

• Minimum 2 years of retail experience in a customer‑focused environment.
• Leadership experience preferred and ability to work evenings, weekends and holidays.
• Strong written and verbal communication, composure under pressure and attention to detail.

Required skills

• Proficiency with computer applications and point‑of‑sale systems.
• Basic cash handling and transaction accuracy.

What we offer

• Paid weekly wages ranging from $18.47 to $28.47 per hour.
• Health & wellness benefits, RRSP with company match, paid time off and associate discounts.
• Tuition assistance, career pathing, development opportunities and a supportive, pet‑friendly culture.