Peerless Overview

Family owned and operated since 1961, Peerless Fence is the premier fence installer and material supplier for Northern Illinois and has been for nearly 55 years. Our AFA certified sales representatives, highly trained installation crews, and four Chicagoland distribution centers are dedicated to the diverse needs of our customers. These, coupled with our extensive product selection and competitive prices, have earned Peerless a reputation for superior service and exceptional customer satisfaction. We have built our organization around delivering the promise of quality, service, and integrity to our customers as well as within our company.

Position Overview

The Home Depot Administrator is responsible for providing administrative support to the Home Depot program at Peerless Fence. This position is the primary administrative contact for Home Depot Sales Representatives. This role is also the primary contact for Home Depot customers with questions, concerns, and escalations. The HD Administrator handles data entry for all HD orders, is the primary correspondent with Home Depot Customer Care, and first responder to care tickets. 

The Home Depot Administrator is responsible for maintaining professional communication with customers while delivering exceptional customer service. This role is primarily focused on the following objectives:

• Maintaining a positive, professional partnership with Home Depot customers, HD staff
• Resolve customer questions, concerns
• Resolve and manage customer service escalations, cases
• Meet or exceed response times and follow up objectives set by Home Depot
• Be the driving force of daily Home Depot administrative tasks and operations
• Relationship management with sales reps, HD store staff

The Home Depot Administrator is responsible for supporting all customers and embraces a culture committed to delivering the Peerless Promise: Quality, Service & Integrity.

Role and Responsibilities

• Reception for Home Depot inbound calls; primary contact for corporate customer care, local store, and finance department calls
• Manage all inbound customer email; ensure general inbox is being maintained, customer responses sent within 24 hours
• Manage all documents and payments in ICON, Salesforce.com
• Act as liaison between customer, HD, and internal teams (sales, operations, accounting)
• Act as primary resource for HD programs: ICON, HD Connect, Install2Go
• Maintain a friendly, professional, accommodating demeanor throughout all customer interactions. 
• Manage customer issues from start to finish; problem solve, investigate, coordinate 
• Manage all open cases, complaints, projects, pending sales for HD customers in Salesforce.com
• Partner with sales and operations teams to serve customers with quality and integrity
• Maintain, enhance store-level relationships and recognition
• • Send Cha-Ching Check recognition to DSMs, SASMs, store contacts
  • Maintain reporting for associate recognition and awards program
  • Assist and support sales reps with PKs and store visits as needed
• Provide support as needed for other sales support department functions
• Other sales support and office duties as assigned, including contacting customers for final payment information, customer satisfaction follow up

Required Skills

• Strong and focused work ethic
• Maintain a professional demeanor at all times
• Excellent verbal and written communications skills; clear, concise, professional correspondence a must
• Ability to excel in a fast-paced environment
• Independent and self-motivated to focus on and achieve daily responsibilities; ability to achieve daily and weekly goals with minimal direction from manager
• Fluid and flexible work style, ability to adapt priorities as daily circumstances change 
• Expert problem solving and critical thinking skills
• Ability to listen attentively and respond professionally, empathize with and synthesize customer feedback
• Exceptional organizational skills and attention to detail
• Ability to navigate difficult conversations effectively and respectfully with customers and internal team members.
• Proficient in baseline computer applications and functionality
• • GMail/GSuite
  • Salesforce or comparable CRM
• Ability to inform and calm customers in escalated interactions
• Maintain focus on providing Customer Service with Quality, Service, and Integrity.

Objectives

• Resolve customer escalations, cases, challenges, concerns – 50%
• Resolve survey contact requests  – 10%
• Achieve customer satisfaction and response measures – 20%
• Maintain accurate documents, monitor project & case timelines – 15%
• Achieve objectives for attendance/reliability – 5%

Preferred Skills:

• Previous experience with project management
• Previous experience with corporate partnerships
• Proficient in Salesforce or comparable CRM system