Virtual Apron Support Specialist (Bath) – Remote ID_ 12091

Position Purpose:

The Virtual Support Specialist is part of the Services Operations Selling Center Contact team.  This role engages and supports both online customers and can interact virtually with our in-store customers. The Virtual Apron Support Specialist is responsible for providing tailored suggestions and solutions by understanding a customer’s needs that inspire our customers to purchase from the Home Depot. The Virtual Support Specialist is responsible for creating, maintaining and improving customer relationships while interacting with associates and customers on a daily basis during sales, product, and installation inquiry transactions.  This role is responsible for qualifying new customers with the desire to customize products and sell directly to customers or as needed, or create opportunities for more complex designs to transfer to a Virtual Apron Design Specialist. The Virtual Apron Support Specialist will also assist customers as applicable with the following: leveraging the online configurator tool, helping with solutions to general inquires, answering questions about order status, following up with vendors/providers/ stores on customer projects, making outbound calls to follow up on online requests and in-store leads, sharing the value of working with the Home Depot, and obtaining payment to ensure our customers have a great experience with the Virtual Apron.

Key Responsibilities:

  • 40% – Customer Service – Facilitating inbound calls, qualifying customers, warm transferring to the appropriate teams, Online Configurator Tool assistance

  • 30% – Sell – Drive sales through consultative selling, contribute to personal and team sales goals while engaging customers in a professional manner via phone and/or online.

  • 20% – Support – Follow-up with vendors and stores on customer projects to help expedite and communicate timelines

  • 10% – Other – Job duties as assigned by the manager

Direct Manager/Direct Reports:

  • This Position typically reports to the Contact Center Supervisor

  • This Position has 0 Direct Reports

Travel Requirements:

  • Typically requires overnight travel less than 5% of the time.

Physical Requirements:

  • Most of the time is spent sitting in a comfortable position and there is frequent opportunity to move about. On rare occasions, there may be a need to move or lift light articles.

Working Conditions:

  • Located in a comfortable indoor area. Any unpleasant conditions would be infrequent and not objectionable.

Minimum Qualifications:

  • Must be 18 years of age or older

  • Must be legally permitted to work in the United States

Preferred Qualifications:

  • Working knowledge of Microsoft Office Suite

  • Excellent written and verbal communication skills

  • Ability to negotiate, handle complaints, settle disputes, and resolve grievances with both internal and external customers

  • Consultative Selling Experience

  • Passion for providing excellent customer service to meet their needs

  • 3+ years Design and Retail, Specialty Retail, Outside Sales or Trade Experience

  • Advanced knowledge of door and window design and installation

  • Ability to perform responsibilities of the role with minimal supervision

Minimum Education:

  • The knowledge, skills and abilities typically acquired through the completion of a high school diploma and/or GED.

Preferred Education:

  • No additional education

Minimum Years of Work Experience:

  • 3

Preferred Years of Work Experience:

  • No additional years of experience

Minimum Leadership Experience:

  • No previous leadership experience

Preferred Leadership Experience:

Certifications:

  • None

Competencies:

  • Action Oriented

  • Decision Quality

  • Tech Savvy

  • Drives Results

  • Organizational Savvy

  • Drive Sales, Professional, consultative phone and written communication skills.

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Common Interview Questions And Answers

1. HOW DO YOU PLAN YOUR DAY?

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