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Virtual Apron Support Specialist - Bath (Remote) ID-10701

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.
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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 bath 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.

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2. HOW DO YOU USE THE DIFFERENT COMMUNICATION TOOLS IN DIFFERENT SITUATIONS?

When you're working on a remote team, there's no way to chat in the hallway between meetings or catch up on the latest project during an office carpool. Therefore, virtual communication will be absolutely essential to get your work done...

3. WHAT IS "WORKING REMOTE" REALLY FOR YOU?

Many people want to work remotely because of the flexibility it allows. You can work anywhere and at any time of the day...

4. WHAT DO YOU NEED IN YOUR PHYSICAL WORKSPACE TO SUCCEED IN YOUR WORK?

With this question, companies are looking to see what equipment they may need to provide you with and to verify how aware you are of what remote working could mean for you physically and logistically...

5. HOW DO YOU PROCESS INFORMATION?

Several years ago, I was working in a team to plan a big event. My supervisor made us all work as a team before the big day. One of our activities has been to find out how each of us processes information...

6. HOW DO YOU MANAGE THE CALENDAR AND THE PROGRAM? WHICH APPLICATIONS / SYSTEM DO YOU USE?

Or you may receive even more specific questions, such as: What's on your calendar? Do you plan blocks of time to do certain types of work? Do you have an open calendar that everyone can see?...

7. HOW DO YOU ORGANIZE FILES, LINKS, AND TABS ON YOUR COMPUTER?

Just like your schedule, how you track files and other information is very important. After all, everything is digital!...

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