Position Purpose:

The Countertop Virtual Design Specialist is part of the Virtual Apron Contact Center team. This role has the ability to engage and support customers on-line, in home, and in the store virtually. The Countertop Virtual Design Specialist 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 on a daily basis during sales and product inquiry transactions. The Countertop Virtual Design Specialist is also responsible for qualifying new customers, designing and customizing countertops according to customer needs, creating quotes for new projects, obtaining payment, effectively handing off PRO customers, and ensuring a consistent differentiated customer experience.

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 customer service contact center experience or retail sales experience in kitchen design and countertops preferred
• Knowledge of kitchen cabinet design and installation
• Working knowledge of Microsoft Office Suite
• Excellent written and verbal communication skills
• Consultative selling experience, ability to drive sales
• 3+ years Design and Retail, Specialty Retail, Outside Sales or Trade Experience

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
• 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