Position Purpose:

The Virtual Apron Flooring Sales Specialist - (Remote) is part of the Services Operations Contact Center team, dedicated to providing consultative customer service and an effortless sales experience by phone. This position builds rapport and trust with customers to consistently meet and exceed sales objectives and call quality requirements, using established sales methodologies to successfully close transactions. The specialist communicates proper expectations to ensure customers are prepared for the next steps in the installation process. In addition to supporting the Flooring Line of Business, the specialist generates sales for Service Agreements and completes follow-up on sit-no-sale opportunities across multiple geographic areas. This role involves interacting with customers, service providers, and Home Depot associates, delivering and maintaining a high level of customer service to proactively ensure a problem-free ordering process and appointment setting. The specialist calls customers throughout the process—before and after the sale—to close on Service Agreements and set new appointments. They are responsible for processing sales orders and setting appointments in the most cost-effective manner for The Home Depot, ensuring appropriate pricing and processes are followed while logging all information and taking care of the customer. The specialist verifies product and appointment accuracy and sets accurate expectations for the customer experience. Additionally, the specialist assists customers with flooring product selection, customization, and project inquiries, qualifies new customers, generates leads, and transfers them to a Virtual Design Specialist for further consultation. They leverage the online configurator tool, handle general inquiries, check order status, follow up with vendors and stores, make outbound calls, and obtain payment—all while ensuring a seamless and positive customer journey.

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:

• 20% - Collaboration - Works with Home Depot Associates and service providers to coordinate sales and appointment completion
• 40% - Communication - Calls customers to review products and set appointments
• 20% - Customer Service - The Services Sales Associate is responsible for providing consultative customer service and an effortless sales experience by phone. The position builds rapport and trust to consistently meet and exceed sales objectives and call quality requirements. Position uses established sales methodologies to successfully close transactions. The position communicates proper expectations to ensure customer has been prepared for next steps in the installation process. Generate sales for Service Agreements and completes follow-up on sit no sale opportunities across multiple geographic areas. Interacts with customers, service providers and Home Depot Associates. Delivers and maintains a high level of customer service to be proactive and ensure a problem free ordering process and appointment setting. Calls customers throughout the process (i.e., before sale and after the sales process to close on Service Agreements and set new appointments). Responsible for processing sales orders and setting appointments in the most cost-effective manner for the Home Depot ensuring the appropriate pricing and processes are followed while logging all information and taking care of the customer. Responsible for verifying product and appointment accuracy and setting accurate expectations for the customer experience.
• 20% - THD Process & Policy - Addresses customer, service provider and Home Depot associate issues in a timely manner
  

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 at least 18 years of age or older
• Must be legally permitted to work in the United States
  

Preferred Qualifications:

• Working knowledge of Microsoft Office Suite
• Ability to convey complex or technical ideas and processes in easy-to-understand terms to diverse audiences
• Ability to negotiate, handle complaints, settle disputes, and resolve grievances with both internal and external customers
• Excellent written and verbal communication skills
  

Minimum Education:

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

Preferred Education:

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

Minimum Years of Work Experience:

• 1
  

Preferred Years of Work Experience:

• 1
  

Minimum Leadership Experience:

• No previous leadership experience
  

Preferred Leadership Experience:

• No previous leadership experience
  

Certifications:

• None
  

Competencies:

• Action Oriented
• Business Insights
• Collaborates
• Instills Trust
• Communicates Effectively
• Customer Focus
• Interpersonal Savvy
• Resourcefulness