Role Responsibility

Online and in-stores across the country, our experts are bringing customers’ dreams to life. To continue being the best at what we do, we need the very best people. The big dreamers, go-getters and team players who thrive in fast-paced, high-energy environments.

With over 30 years at the forefront of an ever-evolving industry, we’re always looking for new ways to improve. Embracing new ideas and offering flexible solutions, both digitally and in-store to delight our customers, enhance their shopping experience and inspire our colleagues. And our work is only just beginning.

About the opportunity and purpose:

The Virtual Home Consultant's role is to drive revenue and profitability through the delivery of an exceptional end to end customer experience through digital interaction with customers.

About the role:

• Using a fully samples store, you will “virtually” visit our customers in their homes via an online method to help them make their flooring purchases, using the Carpetright sales journey to provide a complete store experience “virtually” in the customer’s home.
• Use masterpiece to calculate and provide for costing.

• Using the store samples, you will advise on design, colour, suitability, durability and accessories.
• Using technology and equipment, you will advise on the sub floor preparation, support and direct the customer on how to take measurements for you to input into Masterpiece, close the sale and take payment from the customer.

About the Responsibilities:

• Be devoted to exceeding customer expectations from a customer service perspective.
• Ensure that you, the samples, are impeccably presented and are replicating the in-store experience, even though this process is being conducted virtually in the customers home.
• Adapt your approach to offer a bespoke service ensuring all customers feel comfortable and inspired
• Establish an understanding of the customer’s project, taste and preferences
• Use your expertise and influence to demonstrate and explain options in-line with the customer’s needs and design preferences via the Visualiser.
• Own your customer’s journey and apply attention to detail throughout, to ensure the customer has a smooth and seamless experience from all those involved (including store colleagues and Fitters)
• Keep your customer and colleagues updated pro-actively
• Achieve individual success in terms of sales and service by converting virtual appointments, upselling and cross-selling to maximise sales opportunities.
• Maintain a detailed knowledge of all products and services as well as our competitors know what sets us apart and why we are the market leader.
• Build customer relationships to encourage repeat purchases and recommendations to others through the Trust pilot platform
• As the expert in your field, adopt a continuous development approach to feedback, learning and keeping up to date, including the latest design trends and technical details
• Follow our systems, processes and procedures and utilise technology as appropriate for the customer interaction
• Follow processes and protocols including maintaining records/audit trail for all aspects of digital selling.
• Adapt and flex in line with the evolution of the role and changing needs of the business

About you:

Qualifications and experience

• Previous experience of delivering a high standard of customer service.
• Experience of working in a digital environment for sales helping customers to buy products and services that are aligned to their needs, is desirable.
• Understanding of Masterpiece and Virtual Digital platforms would be desirable, but full training will be given.

Personal qualities

• A demonstrable passion for helping customers express their style and tell their story at home.
• A love of connecting with customers through a combination of selling and service.
• A natural curiosity that enables you to understand and match products and services to your customers’ needs.
• A keen interest in interior design/textiles, home trends and styles.
• A desire to learn (in detail) and keep up to date with our product lines, as well as design trends and styles.
• Self-motivated and able to act on own initiative, but also being to work as part of a team.
• Driven and highly committed to delivering targets/ goals.
• A clear and confident verbal and visual communicator.
• Ability to communicate in a professional conversational style for written communications (email, text, live video and chat).
• Numerate and able to work with accuracy.
• Well-developed emotional intelligence and ability to adapt style and approach to suit each customer
• Reliable to deliver on your commitments to customers and colleagues alike.
• Confident with using and integrating technology for the customer interaction.
• Ability to work independently and manage time effectively