Position Purpose
The Virtual Apron Flooring Customer Service Representative – (Remote) is part of the Services Operations Contact Center team. The Virtual Apron Team engages and supports customers online, in-home, and in-store virtually. The Virtual Support Specialist is responsible for providing tailored suggestions and solutions through consultative selling that inspire our customers. The Virtual Support Specialist builds and maintains customer relationships, assisting associates and customers during sales and product inquiries.
In this role, the specialist provides dedicated support for the Flooring Line of Business, assisting customers with flooring product selection, customization, and project inquiries specific to flooring solutions. The specialist qualifies new customers seeking to customize flooring products, generates new leads, and warm transfers them to a Virtual Design Specialist for further consultation and design support.
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
- 5% - Communication - Associate may occasionally respond to email, chat and email inquiries.
- 65% - Customer Service - Associate will use a uniform script to place outbound calls to customers from leads that were obtained from various marketing sources. Activities include scheduling new appointments, confirming, rescheduling, or canceling appointments by validating customer information and project qualification.
- 5% - Other - Other job duties as assigned by manager.
- 25% - THD Process & Policy - Answer inbound calls from internal and external customers who have been referred through a store associate, internet lead or other source. Activities include scheduling new appointments, confirming, rescheduling, or canceling appointments by validating customer information and project qualification.
- This Position typically reports to Contact Center Supervisor.
- This role has 0 direct reports.
- No travel required.
- Most of the time is spent sitting or standing in the same location or there may be a need to stoop regularly or move/lift light material or equipment (typically less than 8 pounds).
- Located in a comfortable indoor area. Any unpleasant conditions would be infrequent and not objectionable.
- Must be 18 years of age or older.
- Must be legally permitted to work in the United States.
- Working knowledge of Microsoft Office Suite
- Some previous experience/ knowledge of flooring sales and products is preferred
- Demonstrated ability to collaborate and work effectively with cross-functional teams
- Ability to negotiate, handle complaints, settle disputes, and resolve grievances with both internal and external customers
- Excellent written and verbal communication skills
- The knowledge, skills and abilities typically acquired through the completion of a high school diploma and/or GED.
- Minimal or no educational requirement for this job.
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- No previous leadership experience
- No previous leadership experience
- None
- Action Oriented
- Being Resilient
- Self-Development
- Collaborates
- Customer Focus
- Resourcefulness