Administrative Assistant

Overview
Join our team at Heritage and become a part of a community that values your contributions and helps you reach your full potential. We offer competitive compensation, comprehensive benefits, and a supportive work environment that fosters creativity, collaboration, and inclusivity. Our dedication to ongoing training and development programs ensures you stay current in your field, while our prioritization of employee well-being and recognition of excellence demonstrate our commitment to your success. Be a part of something impactful, and apply now to join our team of passionate professionals who are shaping the future of our industry.
Qualifications

• High school diploma (or GED)
• High level of competence with math and calculations
• Customer Service/office administrative experience is preferred
• Commitment to customer satisfaction
• Dependable/Punctual
• Team player
• Highly organized with excellent follow-through abilities.
• Strong verbal and written communication skills.
• Effective presentation and speaking abilities.
• Comfortable navigating tablet/smartphone, apps, and business software.

• Heritage is an equal opportunity employer, and all qualified applicants will receive consideration for employment without regard to race, color, religion, age, sex, national origin, disability status, genetics, protected veteran status, sexual orientation, gender identity or expression, or any other characteristic protected by federal, state or local laws.

Responsibilities
Mission:
As a Retail Partnership Administrator, you will be at the heart of our mission to revolutionize the retail and marketed leads process. Your role is pivotal in coordinating and optimizing various facets of our Retail channel, from customer service to financial management. You'll play a central role in ensuring our partnership with major big-box home improvement retailers thrives, and you will be the catalyst for our future growth.
Applications Needed for Job Execution:

• Learn and utilize key software applications such as 5Nine call center system, Service Titan, Lowes IME Portal, Home Depot Connect Portal, and WinGen lead management system.

Customer Service and Relationship Building:

• Showcase exceptional communication skills across various platforms.
• Track and report customer interactions and lead metrics.
• Manage a high volume of leads, prioritize actions, and meet "speed-to-lead" goals.

Sales Support and Lead Management:

• Oversee lead management and prepare reports.
• Implement systems and processes for optimized lead handling.
• Maintain up-to-date portals and reports with current metrics.
• Coordinate bookings to ensure proper assignment and execution.

Administration and Financial Responsibilities:

• Keep tracking reports updated for management use on a daily basis.
• Resolve discrepancies and maintain synchronization between systems.
• Handle financing as needed to assist sales and ensure payments are received.
• Prepare reports and share data with the Retail Program Manager and Director of Sales.
• Ensure all transactions meet set requirements and follow the correct process.

Outbound Outreach:

• Initiate outgoing calls, texts, and emails to support the Retail Partnership channel.
• Follow up on "sit-no-sale" leads.
• Conduct surveys after appointments to identify roadblocks.
• Handle payment issues and collections.
• Work on unbooked aged leads for "Respark" opportunities.

Product and Service Knowledge:

• Develop an understanding of heating, cooling, water and air quality, water heaters, plumbing, and other designated retail partnership sales services.

Partnership and Retail Presence:

• Take ownership of the administrative process required for a seamless interface with our major retail partners.
• Support the conversion of opportunities originating from retail partnerships.

Additional Responsibilities:

• Establish customer rapport and trust.
• Maintain high standards of customer service.

Benefits:

• Health and Dental Coverage
• Flexible Spending Account
• 401(k) plan with company match
• Life Insurance
• Short- and Long-term Disability
• Free Financial Coaching
• Paid Holidays
• Paid PTO/Vacation and Sick Time