Home Improvement Specialist

About the role

As a Home Improvement Specialist at Wayfair, you are more than a salesperson — you are a trusted project advisor who helps customers confidently navigate their home renovation and improvement journey. You create an engaging, solution-oriented in-store experience centered around helping customers transform spaces through thoughtful planning, expert guidance, and product knowledge. You combine a passion for home improvement with strong consultative selling skills and technical product understanding to support customers through complex purchase decisions.

Whether helping a customer remodel a bathroom, select flooring for their entire home, upgrade lighting, or coordinate cabinetry and fixtures, you focus on simplifying the process and connecting their vision to practical solutions. You understand that home improvement projects can feel overwhelming, and you excel at turning complexity into clarity. Through thoughtful conversations, proactive selling, and cross-category recommendations, you help customers make informed decisions that align with their style, functionality needs, timeline, and budget.

You leverage Wayfair’s digital tools, visual displays, endless aisle capabilities, and your own expertise to drive project-based sales and long-term customer relationships. In doing so, you help establish Wayfair as a trusted destination not only for home inspiration, but also for complete home improvement solutions.

Wayfair’s retail business is in an exciting phase of growth, with new store openings and an evolving in-store experience that brings our digital-first brand to life. This role offers a unique opportunity to help shape how customers shop for home improvement solutions in a physical retail environment. Our Specialists play a critical role in defining what great looks like as we scale, making this an ideal opportunity for those who are energized by consultative selling, passionate about renovation and design, and motivated to grow in a fast-paced retail setting.

Key Responsibilities

Customer Engagement & Project Selling

• Lead Through Consultation: Build authentic customer relationships by asking thoughtful questions to understand project goals, timelines, budgets, style preferences, and installation needs.
• Guide Complex Decisions: Support customers through high-consideration purchases including flooring, vanities, cabinetry, lighting, fixtures, storage solutions, and other renovation categories.
• Drive Project-Based Selling: Approach every interaction as an opportunity to build complete home improvement solutions through personalized recommendations, quote building, add-on selling, and project planning.
• Build Long-Term Customer Relationships: Develop trust that extends beyond a single transaction by supporting customers throughout multiple phases of their renovation or improvement projects.

Product Expertise & Solution Building

• Deliver Home Improvement Expertise: Provide knowledgeable guidance across renovation-focused categories including flooring, bath, kitchen, lighting, organization, hardware, and décor integration.
• Simplify Technical Information: Translate complex product details such as measurements, materials, durability, compatibility, installation requirements, and maintenance into customer-friendly recommendations.
• Think Beyond the Single Product: Connect products across multiple categories to create cohesive, functional project solutions tailored to the customer’s space and goals.
• Support Customer Confidence: Help customers evaluate trade-offs between style, functionality, quality, lead times, and budget to ensure confident purchase decisions.

Digital & Ecosystem Utilization

• Leverage Endless Aisle Capabilities: Use Wayfair’s digital tools, POS systems, and online assortment to access expanded inventory and project solutions beyond what is displayed in-store.
• Build Quotes & Compare Solutions: Create project quotes, compare product options, recommend alternatives, and help customers evaluate multiple solutions based on their needs.
• Take Ownership of Solutions: Partner cross-functionally and utilize available resources to resolve customer questions, research product details, and identify solutions quickly.

Operational Excellence

• Support Store Operations: Assist with carry-outs, curbside pickup, returns, merchandising, inventory support, and operational tasks that contribute to a seamless customer experience.
• Maintain an Inspiring Environment: Ensure displays, project vignettes, and home improvement areas remain organized, clean, and visually compelling.
• Contribute to Team Success: Support replenishment, floor sets, operational execution, and team collaboration while sharing ideas that improve the customer experience and store performance.

Key Metrics

• Sales Per Hour Goal: $400
• Protection Attachment: 10%
• Assembly Attachment: 10%

Requirements

• 1+ year of experience in retail sales or customer-facing roles.
• 1+ year of experience working with Home Improvement products, in at least 1 category (bathroom, appliance, etc.).
• Open availability to work nights, weekends, and holidays.
• Strong communication and relationship-building skills.
• Core sales instincts, time management, and multitasking ability.
• Technical proficiency with mobile devices and POS systems.
• Ability to stand for a full day and lift up to 50 lbs independently on a regular basis.