Virtual Apron Support Specialist

November 13, 2024

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

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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...

2. HOW DO YOU USE THE DIFFERENT COMMUNICATION TOOLS IN DIFFERENT SITUATIONS?

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...

3. WHAT IS "WORKING REMOTE" REALLY FOR YOU?

Many people want to work remotely because of the flexibility it allows. You can work anywhere and at any time of the day...

4. WHAT DO YOU NEED IN YOUR PHYSICAL WORKSPACE TO SUCCEED IN YOUR WORK?

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...

5. HOW DO YOU PROCESS INFORMATION?

Several years ago, I was working in a team to plan a big event. My supervisor made us all work as a team before the big day. One of our activities has been to find out how each of us processes information...

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?...

7. HOW DO YOU ORGANIZE FILES, LINKS, AND TABS ON YOUR COMPUTER?

Just like your schedule, how you track files and other information is very important. After all, everything is digital!...

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...

9. HOW DO YOU PREPARE FOR A MEETING AND PREPARE A MEETING? WHAT DO YOU SEE HAPPENING DURING THE MEETING?

Just as communication is essential when working remotely, so is organization. Because you won't have those opportunities in the elevator or a casual conversation in the lunchroom, you should take advantage of the little time you have in a video or phone conference...

10. HOW DO YOU USE TECHNOLOGY ON A DAILY BASIS, IN YOUR WORK AND FOR YOUR PLEASURE?

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...

DISCLAIMER

Common Interview Questions And Answers

1. HOW DO YOU PLAN YOUR DAY?

2. HOW DO YOU USE THE DIFFERENT COMMUNICATION TOOLS IN DIFFERENT SITUATIONS?

3. WHAT IS "WORKING REMOTE" REALLY FOR YOU?

4. WHAT DO YOU NEED IN YOUR PHYSICAL WORKSPACE TO SUCCEED IN YOUR WORK?

5. HOW DO YOU PROCESS INFORMATION?

6. HOW DO YOU MANAGE THE CALENDAR AND THE PROGRAM? WHICH APPLICATIONS / SYSTEM DO YOU USE?

7. HOW DO YOU ORGANIZE FILES, LINKS, AND TABS ON YOUR COMPUTER?

8. HOW TO PRIORITIZE WORK?

9. HOW DO YOU PREPARE FOR A MEETING AND PREPARE A MEETING? WHAT DO YOU SEE HAPPENING DURING THE MEETING?

10. HOW DO YOU USE TECHNOLOGY ON A DAILY BASIS, IN YOUR WORK AND FOR YOUR PLEASURE?

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