Home Improvement Specialist

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

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.

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 .

 
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About Wayfair Inc.
Wayfair is one of the world’s largest online destinations for the home. Whether you work in our global headquarters in Boston, or in our warehouses or offices throughout the world, we’re reinventing the way people shop for their homes. Through our commitment to industry-leading technology and creative problem-solving, we are confident that Wayfair will be home to the most rewarding work of your career. If you’re looking for rapid growth, constant learning, and dynamic challenges, then you’ll find that amazing career opportunities are knocking.

No matter who you are, Wayfair is a place you can call home. We’re a community of innovators, risk-takers, and trailblazers who celebrate our differences, and know that our unique perspectives make us stronger, smarter, and well-positioned for success. We value and rely on the collective voices of our employees, customers, community, and suppliers to help guide us as we build a better Wayfair – and world – for all. Every voice, every perspective matters. That’s why we’re proud to be an equal opportunity employer. We do not discriminate on the basis of race, color, ethnicity, ancestry, religion, sex, national origin, sexual orientation, age, citizenship status, marital status, disability, gender identity, gender expression, veteran status, genetic information, or any other legally protected characteristic.

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