Position Purpose:

The Virtual Design Specialist – Millwork is part of the Services Operations Contact Center team. This role has the ability to engage and support customers on-line, in home, and in the store virtually. The Virtual Design Specialist – Millwork is responsible for providing tailored suggestions and solutions through consultative selling and visual merchandising presentations that inspire our customers. Additionally, this role is responsible for creating, maintaining and improving customer relationships while interacting with associates and customers daily during sales and product inquiry transactions.

The Virtual Apron Design Specialist – Millwork is also responsible for qualifying new millwork customers, designing and customizing doors/windows according to customer needs, creating quotes for new millwork projects, obtaining payment, effectively handing off PRO customers, and ensuring a consistent differentiated customer experience.

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:

• 30% – Customer Service – Answer store associate product knowledge calls, leveraging   product knowledge and training materials to coach and grow associates
• 10% – Other – Perform other duties as required by management
• 30% – Sell – Make open quote customer calls, helping to manage a positive customer experience and deliver the right product for the right price
• 30% – Support – Answer store associate configurator calls.
   

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:

• Previous Millwork experience is preferred
• Knowledge MYCD (Millwork Design System)
• Working knowledge of Microsoft Office Suite
• Ability to negotiate, handle complaints, settle disputes, and resolve grievances with both internal and external customers
• Excellent written and verbal communication skills
• Consultative selling experience
• Strong verbal and written communication
• Passion for providing customers with excellent service to meet their unique needs
• 3+ years Design and Retail, Specialty Retail, Outside Sales or Trade Experience
• Advanced knowledge of door and window design and installation
• Must adhere to work schedule
• Exemplary organization skills
• 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:

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

Minimum Years of Work Experience:

• 3+
   

Preferred Years of Work Experience:

• 3+
   

Minimum Leadership Experience:

• No previous leadership experience
   

Preferred Leadership Experience:

• No previous leadership experience
   

Certifications:

• None  
   

Competencies:

• Action Oriented
• Tech Savvy
• Communicates Effectively
• Customer Focus
• Organizational Savvy
• Prior customer service and sales experience selling
• Strong verbal and written communication
• Strong computer skills
• Passion for providing customers excellent service to meet their unique needs
• Ability to perform responsibilities of the role with minimal supervision