Retail Account Coordinator

Position Summary

The Retail Account Coordinator serves as the primary point of contact between Best Care Home Services and our retail partner, Home Depot. This role is responsible for the end-to-end coordination, scheduling, tracking, and close-out of all retail leads, service calls, and sales opportunities in both the Memphis and Huntsville locations.

In addition to strong operational execution, this position requires a bubbly, positive, and customer-focused personality. The Retail Account Coordinator is often the voice and face of Best Care for retail customers and Home Depot store associates and must consistently deliver a friendly, professional, and solutions-oriented experience. Success in this role depends on the ability to build strong relationships with internal teams, Home Depot employees, customers, and members of management, while also maintaining accountability to performance standards.

This role plays a critical part in ensuring retail customer satisfaction, retail partner compliance, revenue realization, and operational efficiency by ensuring calls are properly scheduled, run, completed, and closed out, while consistently achieving minimum sit rate requirements and accurately tracking all results using the Retail Scorecard.

Key Responsibilities

Retail Account & Customer Coordination

• Serve as the main point of contact for all Home Depot retail customers assigned to Best Care
• Ensure a professional, responsive, and consistent experience for retail customers from lead receipt through job completion
• Act as liaison between retail customers, Home Depot, field technicians, sales representatives, and internal teams

Lead, Scheduling & Workflow Management

• Receive, review, and schedule all Home Depot retail leads for service and sales
• Coordinate appointment times to ensure maximum sit rate and run rate
• Monitor schedules daily to ensure:
  • Calls are run as scheduled
  • Missed or rescheduled calls are promptly recovered
  • All appointments are properly dispositioned

Call Execution, Completion & Close-Out

• Track each retail job from initial lead → appointment → completion → close-out
• Ensure all calls are:
  • Properly completed in the system
  • Accurately coded and documented
  • Closed out in compliance with Home Depot and Best Care standards
• Follow up on no-shows, cancels, reschedules, and incomplete jobs

Performance Tracking & Scorecard Management

• Track and report key retail KPIs, including but not limited to:
  • Sit rate
  • Run rate
  • Completion rate
  • Lead aging
• Maintain and update the Retail Scorecard
• Identify trends, risks, and opportunities and communicate proactively to leadership

Communication & Accountability

• Communicate daily with internal teams to ensure expectations are clear and aligned
• Escalate issues that may impact customer experience, sit rate, or revenue
• Support continuous improvement of retail workflows and processes

Key Performance Indicators (KPIs)

• Minimum sit rate achievement (as defined by leadership)
• Appointment run rate
• Job completion and close-out timeliness
• Retail customer satisfaction
• Scorecard accuracy and consistency

Required Qualifications

• 2 years of experience in coordination, scheduling, account management, or call-center operations
• Strong organizational and follow-through skills
• High attention to detail and documentation accuracy
• Ability to manage high-volume workflows with minimal oversight
• Excellent verbal and written communication skills
• Comfort working with performance metrics and scorecards

Preferred Qualifications

• Experience working with retail service programs (Home Depot or similar)
• Familiarity with home services industries (HVAC, plumbing, electrical)
• Experience with ServiceTitan or similar field service platforms
• Proven ability to hit or exceed sit rate or scheduling KPIs

Core Competencies

• Customer-first mindset
• Ownership and accountability
• Time management and prioritization
• Data and results orientation
• Cross-functional collaboration
• Problem-solving under pressure