Virtual Apron Customer Service Representative - Flooring (Remote)

The Home Depot • GEORGIA - VIRTUAL - GA01, GA

1d • Remote

About The Position

The Virtual Apron Flooring Customer Service Representative is part of The Home Depot’s Services Operations Contact Center team. Virtual Apron provides remote support to online and in-store customers and store associates. This role uses consultative selling to offer tailored suggestions and solutions, build and maintain customer relationships, and assist with sales and product inquiries.

The representative provides dedicated support for the Flooring line of business, helping customers with flooring product selection, customization, and project inquiries. The role qualifies customers interested in customizing flooring products, generates leads, and warm-transfers customers to a Virtual Design Specialist for further consultation and design support.

The position makes outbound calls to leads from various marketing sources and handles inbound calls from internal and external customers referred by store associates, internet leads, or other sources. Calls involve validating customer information and project qualification, and scheduling, confirming, rescheduling, or canceling appointments. The representative may also respond to email and chat inquiries and perform other duties assigned by the manager.

Requirements

• Must be at least 18 years of age.
• Must be legally permitted to work in the United States.
• High school diploma and/or GED knowledge, skills, and abilities typically acquired through completion of that education.
• Minimum years of work experience: 0.
• No previous leadership experience required.
• No certifications required.

Nice To Haves

• Working knowledge of Microsoft Office Suite.
• Some previous experience or knowledge of flooring sales and products.
• Ability to collaborate and work effectively with cross-functional teams.
• Ability to negotiate, handle complaints, settle disputes, and resolve grievances with internal and external customers.
• Excellent written and verbal communication skills.

Responsibilities

• Use a uniform script to make outbound calls to leads from various marketing sources.
• Schedule, confirm, reschedule, or cancel appointments by validating customer information and project qualification.
• Answer inbound calls from internal and external customers referred through store associates, internet leads, or other sources.
• Provide dedicated customer support for flooring product selection, customization, and project inquiries.
• Qualify customers seeking to customize flooring products, generate leads, and warm-transfer them to a Virtual Design Specialist.
• Assist associates and customers with sales and product inquiries using consultative selling.
• Occasionally respond to email and chat inquiries.
• Perform other duties as assigned by the manager.

What This Job Offers

• Job Type: Full-time
• Career Level: Entry Level
• Education Level: High school or GED