Position Purpose:

The Sr. Virtual Design Specialist  is part of the Services Operations Selling Center Contact team. The Virtual Apron Support Team has the ability to engage and support customers on-line, in home, and in the store virtually. The Sr Virtual Design Specialist is responsible for providing tailored suggestions and solutions through consultative selling and visual merchandising presentations that inspire our customers. The Sr. Virtual Design Specialist services customers with expert and professional sales support. This role is a member of the department's Customer Engagement Team and is responsible for qualifying new customers, designing/customizing  according to customer's needs, creating quotes for new projects, obtaining payment, and ensuring a consistent differentiated customer experience.

Key Responsibilities:

• 30% – Customer Service – Answer store associate product knowledge and configurator 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 – High Value order, Blueprint work, and Pro Account sales
   

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
• Proficient with 2020 Design Software
• Working knowledge of presentation software (e.g., Microsoft PowerPoint)
• Demonstrated ability to collaborate and work effectively with cross-functional teams
• Excellent written and verbal communication skills
• Previous customer service contact center experience or retail sales experience
• Consultative selling experience, ability to drive sales
• Previous experience working with Blueprints
• Experience working with outside Pro sales representatives (PAR's) and managed accounts
• Familiarity with specific product knowledge
   

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:

• 5
   

Preferred Years of Work Experience:

• 5
   

Minimum Leadership Experience:

• No previous leadership experience
   

Preferred Leadership Experience:

• No previous leadership experience
   

Certifications:

• None  
   

Competencies:

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