Retail Account Coordinator

Position SummaryThe 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 ResponsibilitiesRetail Account & Customer CoordinationServe as the main point of contact for all Home Depot retail customers assigned to Best CareEnsure a professional, responsive, and consistent experience for retail customers from lead receipt through job completionAct as liaison between retail customers, Home Depot, field technicians, sales representatives, and internal teamsLead, Scheduling & Workflow ManagementReceive, review, and schedule all Home Depot retail leads for service and salesCoordinate appointment times to ensure maximum sit rate and run rateMonitor schedules daily to ensure:Calls are run as scheduledMissed or rescheduled calls are promptly recoveredAll appointments are properly dispositionedCall Execution, Completion & Close-OutTrack each retail job from initial lead → appointment → completion → close-outEnsure all calls are:Properly completed in the systemAccurately coded and documentedClosed out in compliance with Home Depot and Best Care standardsFollow up on no-shows, cancels, reschedules, and incomplete jobsPerformance Tracking & Scorecard ManagementTrack and report key retail KPIs, including but not limited to:Sit rateRun rateCompletion rateLead agingMaintain and update the Retail ScorecardIdentify trends, risks, and opportunities and communicate proactively to leadershipCommunication & AccountabilityCommunicate daily with internal teams to ensure expectations are clear and alignedEscalate issues that may impact customer experience, sit rate, or revenueSupport continuous improvement of retail workflows and processesKey Performance Indicators (KPIs)Minimum sit rate achievement (as defined by leadership)Appointment run rateJob completion and close-out timelinessRetail customer satisfactionScorecard accuracy and consistencyRequired Qualifications2 years of experience in coordination, scheduling, account management, or call-center operationsStrong organizational and follow-through skillsHigh attention to detail and documentation accuracyAbility to manage high-volume workflows with minimal oversightExcellent verbal and written communication skillsComfort working with performance metrics and scorecardsPreferred QualificationsExperience working with retail service programs (Home Depot or similar)Familiarity with home services industries (HVAC, plumbing, electrical)Experience with ServiceTitan or similar field service platformsProven ability to hit or exceed sit rate or scheduling KPIsCore CompetenciesCustomer-first mindsetOwnership and accountabilityTime management and prioritizationData and results orientationCross-functional collaborationProblem-solving under pressure

Salary : $18 - $23