Heritage Home Service is a leader in home repair and maintenance services, dedicated to providing exceptional products and services to our valued customers. We are seeking a dynamic and motivated individual to join our team as a Retail Coordinator. This is an exciting opportunity to play a pivotal role in managing our retail leads process, maximizing opportunities, and strengthening our partnerships with major big box home improvement retailers.

**Position Overview:**

As a Retail Coordinator, you will be the driving force behind our retail leads process, ensuring that every customer interaction is handled with professionalism, efficiency, and dedication. Your exceptional customer service skills, ability to manage various software applications, and keen attention to detail will be vital to your success in this role.

**Key Responsibilities:**

- Master the use of key applications, including 5Nine call center system software, Service Titan Customer/Job management software, Lowes IME Portal, Home Depot Connect Portal, WinGen lead management system, and Drip Follow-Up System (application TBD).

- Deliver outstanding customer service across voice, text, chat, and email, managing incoming and outgoing interactions.

- Track and report key metrics related to customer interactions and leads.

- Prioritize and manage a high volume of leads to meet "speed-to-lead" goals.

- Implement systems and processes as directed to optimize lead management.

- Strengthen our partnerships with major retail partners and take ownership of designated leads.

- Initiate outbound sales outreach through calls, texts, and emails to increase sales.

- Develop a solid understanding of our products and services, including heating, cooling, water and air quality, water heaters, plumbing, and more.

- Collaborate with management to resolve client inquiries and concerns.

- Attend training and coaching sessions to enhance skills and knowledge.

**Qualifications:**

- Able to pass a comprehensive background check and drug screening.

- Possess a valid driver's license and clean driving record.

- Demonstrated success in inside sales and customer service roles.

- Strong organizational skills and exceptional follow-through abilities.

- Excellent verbal and written communication skills.

- Effective presentation and speaking abilities.

- Quick and sound decision-making skills.

- Ability to build trust and demonstrate empathy.

- Thrive in a people-centric, goal-driven environment.

- Possess an entrepreneurial spirit with a proactive approach.

- Willingness to learn and follow company procedures.

- Comfortable navigating tablet/smartphone, apps, and business software.

**Work Schedule:**

- Full-Time position with a variable schedule, including weekends and evenings.

- Schedule will include Monday-Saturday with flexibility to accommodate needs and generate increased bookings and sales.

Please note that all candidates being considered for the Retail Coordinator position will be subject to a comprehensive background check and drug screening as part of our standard hiring process. This screening is in accordance with our commitment to maintaining a safe and secure workplace for our employees and customers. The results of the background check and drug screening will be used solely for employment-related purposes and will be handled with the utmost confidentiality. Candidates who do not pass the background check or drug screening may not be eligible for employment. We appreciate your understanding and cooperation in this matter as we work to ensure the well-being of our team and the communities we serve.