Position Purpose:

The Virtual Support Specialist Millwork - (Remote) is part of the Services Operations Contact Center team. The Virtual Apron Team has the ability to engage and support customers on-line, in home, and in the 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 Millwork Line of Business, assisting customers with door and window solutions, product customization, and project inquiries specific to Millwork. The specialist qualifies new customers seeking to customize Millwork products, generates new leads, and warm transfers them to a Virtual Design Specialist for further consultation and design support. The Virtual Apron Support Specialist will also assist customers with the following: leverage the online configurator tool, general inquiries, order status, following up with vendors and stores on customer projects, making outbound calls to follow up on online requests and in-store leads, obtaining payment.

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

• Previous Millwork product and sales experience preferred

• 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.