Contractors’ Warehouse —
Virtual Apron Support Specialist

The Virtual Support Specialist 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 is responsible for creating, maintaining and improving customer relationships while interacting with associates and customers on a daily basis during sales and product inquiry transactions. This role is responsible for qualifying new customers with the desire to customize products by creating new leads and warm transferring to a Virtual Design Specialist. The Virtual Support Specialist will also assist customers with the following: leverage the online configurator tool, general inquires, order status, following up with vendors and stores on customer projects, making outbound calls to follow up on online request and in-store leads, obtaining payment.

Key Responsibilities:

• 40% Customer Service – Facilitating inbound calls, qualifying customers, warm transferring to the appropriate teams, Online Configurator Tool assistance
• 10% Other – Job duties as assigned by the manager
• 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. Follow up on open door measure/quotes for online and instore leads
• 20% Support – Follow-up with vendors and stores on customer projects to help expedite and communicate timelines

Direct Manager/Direct Reports:

• This position typically reports to Virtual Supervisor or Manager
• This position has 0 direct reports

Travel Requirements:

• Typically requires overnight travel less than 10% 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 eighteen 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 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 excellent service to meet their unique needs
• 3+ years Design and Retail, Specialty Retail, Outside Sales or Trade Experience
• Strong computer skills including MS Office Suite, ESVS and other related computer systems
• 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:

• No additional education

Minimum Years of Work Experience:

• 3

Preferred Years of Work Experience:

• No additional years of experience

Minimum Leadership Experience:

• None

Preferred Leadership Experience:

• None

Certifications:

• None

Competencies:

• Action Oriented
• Tech Savvy
• Customer Focus
• Organizational Savvy
• Professional, consultative phone and written communication skills
• MS Office suite and related Windows computer proficiency
• Ability to drive sales