Virtual Apron Customer Service Representative

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With a career at The Home Depot, you can be yourself and also be part of something bigger.

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.

Direct Manager/Direct Reports:

  • This Position typically reports to Contact Center Supervisor.
  • This role has 0 direct reports.

Travel Requirements:

  • No travel required.

Physical Requirements:

  • 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).

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
  • 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

Minimum Education:

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

Preferred Education:

  • Minimal or no educational requirement for this job.

Minimum Years of Work Experience:

  • 0

Preferred Years of Work Experience:

  • 0

Minimum Leadership Experience:

  • No previous leadership experience

Preferred Leadership Experience:

  • No previous leadership experience

Certifications:

  • None

Competencies:

  • Action Oriented
  • Being Resilient
  • Self-Development
  • Collaborates
  • Customer Focus
  • Resourcefulness

For California, Colorado, Connecticut, Rhode Island, Nevada, New York City, Ithaca (NY), Westchester County (NY), and Washington residents:

The pay range for this position is between $16.00 - $16.00

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Common Interview Questions And Answers

1. HOW DO YOU PLAN YOUR DAY?

This is what this question poses: When do you focus and start working seriously? What are the hours you work optimally? Are you a night owl? A morning bird? Remote teams can be made up of people working on different shifts and around the world, so you won't necessarily be stuck in the 9-5 schedule if it's not for you...

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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...

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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...

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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?...

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8. HOW TO PRIORITIZE WORK?

The day I watched Marie Forleo's film separating the important from the urgent, my life changed. Not all remote jobs start fast, but most of them are...

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This is a great question because it shows your comfort level with technology, which is very important for a remote worker because you will be working with technology over time...