Job Description
With a career at The Home Depot, you can be yourself and also be part of something bigger.
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.
What Is Virtual Apron?
The Virtual Apron is an innovative, multi-team organization within The Home Depot that provides remote support to both online and in-store customers for their project needs. Virtual Apron associates are subject matter experts across a wide range of categories—including flooring, millwork, countertops, kitchen, bath, closet design, and installation services.
By leveraging deep product and process expertise, Virtual Apron associates help customers and store teams navigate both simple and complex orders. This remote support model ensures consistent, high-quality customer experience while enhancing operational efficiency across The Home Depot.
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:
- No previous leadership experience
Certifications:
- None
Competencies:
- Action Oriented
- Decision Quality
- Tech Savvy
- Drives Results
- Organizational Savvy
- Drive Sales, Professional, consultative phone and written communication skills.
For California, Colorado, Connecticut, Rhode Island, Nevada, New York City, Ithaca (NY), Westchester County (NY), and Washington residents:
The pay range for this position is between $18.00 - $18.00Originally posted on Himalayas
