Job Description

Home Improvement Specialist at Wayfair

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.

Ask Yourself: “Does This Sound Like Me?”

I genuinely enjoy helping people solve problems and bring their home projects to life. I create positive, approachable experiences that make customers feel comfortable asking questions and exploring possibilities.

I know that home improvement decisions can feel intimidating, especially when customers are balancing style, measurements, timelines, installation considerations, and budgets. I have knowledge of Home Improvement areas, and I take pride in helping customers break large projects into manageable, confident decisions.

I ask thoughtful questions and actively listen to understand how customers live, what challenges they are trying to solve, and what outcomes matter most to them.

I simplify technical information into practical guidance — whether discussing materials, durability, sizing, finishes, installation considerations, or maintenance requirements.

I focus on solutions, not individual products. I naturally connect categories together to create complete project recommendations that feel cohesive and functional.

I confidently guide customers toward purchase decisions while always acting in their best interest. My goal is to ensure every customer leaves feeling informed, supported, and excited about their project.

Key Metrics

Role - Key Goal

Home Improvement Specialist - Sales Per Hour Goal: $400 Protection Attachment: 10% Assembly Attachment: 10%

Key Responsibilities

Customer Engagement & Project Selling

• 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.

This job description is intended to outline the general responsibilities and qualifications of the role. Duties, responsibilities, and activities may change or be assigned at any time with or without notice. The essential functions of this job must be performed with or without reasonable accommodation.

Minimum Requirements Necessary to Perform Essential Functions

Below sets out the minimum requirements required to perform the essential functions listed above, with or without reasonable accommodation.

Requirement - Yes/No/Maximum/Size - Frequency

Supervisory Requirements - Supervisory Requirements - Supervisory Requirements

Supervisory Responsibility - No - N/A

Supervisory Size - N/A

Work Environment - Work Environment - Work Environment

Work near moving mechanical parts - No - Minimal

Work in high, precarious places - No - Minimal

Physical/Mental Requirements - Physical/Mental Requirements - Physical/Mental Requirements

Standing - Full Day (Frequent standing, walking) - Frequent

Lifting - up to 50 lbs (Ability to lift independently) - Regular Basis

Educational/Qualification Requirements - Educational/Qualification Requirements - Educational/Qualification Requirements

Experience - 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 - Need to work nights, weekends, and holidays

Language Skill Requirements - Language Skill Requirements - Language Skill Requirements

Strong communication and relationship-building skills

Reasoning Skill Requirements - Reasoning Skill Requirements - Reasoning Skill Requirements

Core sales instincts

Time management and multitasking ability

Technical proficiency (mobile devices, POS systems)

Assistance for Individuals with Disabilities

Wayfair is fully committed to providing equal opportunities for all individuals, including individuals with disabilities. As part of this commitment, Wayfair will make reasonable accommodations to the known physical or mental limitations of qualified individuals with disabilities, unless doing so would impose an undue hardship on business operations. If you require a reasonable accommodation to participate in the job application or interview process, please let us know by completing our Accommodations for Applicants form.

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