The Manager of Virtual Sales will lead a team of virtual sales supervisors that are focused on driving a team that's selling, managing, and growing relationship with The Home Depot's professional customers. The manager will be responsible for overseeing daily operations including hiring, training, setting sales quotas and goals, and creating a sales plan. They will also provide guidance, mentorship, analyze data, assign territories, and build their team.

• 40% Provide leadership to the Pro virtual sales business by driving sales growth and profitability through account relationships and building pipelines for targeted customers. Provides direction and guidance to team in all aspects of virtual sales.
• 30% Understands the competitive environment and develops strategies to grow share with existing accounts for self and team.
• 30% Coach, teach and train inside sales team tin account management and relationship building.

• This position reports to the Pro Director.
• This positions has 5-12 direct reports.

• Typically requires overnight travel less than 10% of the time.

• 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.

• Located in a comfortable indoor area. Any unpleasant conditions would be infrequent and not objectionable.

• Must be eighteen years of age or older.
• Must be legally permitted to work in the United States.

• 3+ years of experience in sales leadership
• Degree or certification in a related field
• Experience with sales techniques such as consultative selling and strategic approach
• Proficiency in MS Excel and Salesforce, or similar CRM
• Motivational speaking experience
• Proven record of success with the entire sales process, from planning to closing.

• The knowledge, skills and abilities typically acquired through the completion of a bachelor's degree program or equivalent degree in a field of study related to the job.

• 5 years

• Ability to build effective, cross functional partnerships inside and outside the organization
• Maintains in a professional manner at all times through excellent verbal and written skills with an emphasis on telephone skills.
• Written and verbal communication
• Decision-making
• Interpersonal skills
• Adaptability
• Time management
• Conflict resolution
• Cooperation
• Mentorship

Position Purpose:

The Services Sales Specialist is responsible for providing consultative customer service and an effortless sales experience for flooring projects by phone. The position builds rapport and trust to consistently meet and exceed sales objectives and call quality requirements. Position uses established sales methodologies to successfully close transactions through inbound and outbound calling. The position communicates proper expectations to ensure customer has been prepared for next steps in the installation process. Interacts with customers, service providers and Home Depot Associates. Services Sales Specialists are expected to guide a customer through product selection, create and review quotes, and utilize proven sales tactics which deliver results. Services Sales Specialists work in a fast paced, structured environment and must be self-motivated to achieve their sales targets. Responsible for processing sales orders and setting appointments in the most cost-effective manner for the Home Depot ensuring the appropriate pricing and processes are followed while logging all information and taking care of the customer. Responsible for verifying product and appointment accuracy and setting accurate expectations for the customer experience. Services Sales Specialists will need to have a personal internet connection speed of 10 Mbp/s download and 3 Mbp/s upload. 

Key Responsibilities:

• 20% - Collaboration- Works with Home Depot Associates and service providers to coordinate sales and appointment completion.
• 40% - Communication- Calls customers to review products and set appointments.
• 20% - Customer Service - The Services Sales & Recovery Associates is responsible for providing consultative customer service and an effortless sales experience by phone. The position builds rapport and trust to consistently meet and exceed sales objectives and call quality requirements. Position uses established sales methodologies to successfully close transactions. The position communicates proper expectations to ensure customer has been prepared for next steps in the installation process. Generate sales for Service Agreements and completes follow-up on sit no sale opportunities across multiple geographic areas. Interacts with customers, service providers and Home Depot Associates. Delivers and maintains a high level of customer service to be proactive and ensure a problem free ordering process and appointment setting. Calls customers throughout the process (i.e, before sale and after the sales process to close on Service Agreements and set new and recovery sales appointments). Responsible for processing sales orders and setting appointments in the most cost-effective manner for the Home Depot ensuring the appropriate pricing and processes are followed while logging all information and taking care of the customer. Responsible for verifying product and appointment accuracy and setting accurate expectations for the customer experience.
• 20% - THD Process & Policy - Addresses customer, service provider and Home Depot associate issues in a timely manner.

Direct Manager/Direct Reports:

• This position reports to the Contact Center Supervisor
• 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.

• Must be 18 years of age or older.
• Must be legally permitted to work in the United States.

Preferred Qualifications:

• Background in sales
• Working knowledge of Microsoft Office Suite and computer proficiency 
• Demonstrated ability to collaborate and work effectively with cross-functional teams
• Excellent written and verbal communication skills
   

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:

• 1

Preferred Years of Work Experience:

• 2

Minimum Leadership Experience:

• No previous leadership experience

Preferred Leadership Experience:

• No previous leadership experience

Certifications:

• None

Competencies:

• Action Oriented
• Business Insights
• Collaborates
• Instills Trust
• Communicates Effectively
• Customer Focus
• Interpersonal Savvy
• Resourcefulness

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 pre and post measure through multi-channel applications, such as 2-way text, Live Chat, and inbound and outbound calling. 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. 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.

• 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

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

• Typically requires overnight travel less than 10% of the time.

• 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.

• Located in a comfortable indoor area. Any unpleasant conditions would be infrequent and not objectionable.

• Must be eighteen years of age or older.
• Must be legally permitted to work in the United States.

• 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 Salesforce, Draw, Order Up, ESVS and other related computer systems
• Advanced knowledge of flooring products and installation services
• Must adhere to work schedule
• Exemplary organization skills
• Strong multi-tasking skillset
• Ability to perform responsibilities of the role with minimal supervision

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

• No additional education

• 3

• No additional years of experience

• None

• None

• None

• 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

Designers support three primary store priorities: Customers First, In Stock, and Store Appearance. Designers support Customers First by providing fast, thorough, and friendly service to customers. Designers interact with customers by welcoming them to the store, assessing their kitchen and/or bath project needs, providing showroom tours, setting them up for kitchen and/or bath measures, meeting with them to go over room designs and make purchasing recommendations. Designers support In Stock initiatives by assessing stock levels of samples and brochures and restocking them as necessary. Designers support the Store Appearance priority by ensuring special order displays and showrooms promote a shopping environment that is appealing and safe. By supporting these three priorities, Designers drive sales to support department and store goals.

Designers support three primary store priorities: Customers First, In Stock, and Store Appearance. Designers support Customers First by providing fast, thorough, and friendly service to customers. Designers interact with customers by welcoming them to the store, assessing their kitchen and/or bath project needs, providing showroom tours, setting them up for kitchen and/or bath measures, meeting with them to go over room designs and make purchasing recommendations. Designers support In Stock initiatives by assessing stock levels of samples and brochures and restocking them as necessary. Designers support the Store Appearance priority by ensuring special order displays and showrooms promote a shopping environment that is appealing and safe. By supporting these three priorities, Designers drive sales to support department and store goals.