Confirmation Specialist

Who We Are Joyce Factory Direct has been an industry leader in home remodeling since 1955, specializing in sunrooms, windows, baths and doors. We proudly serve multiple markets including Cleveland, Pittsburgh, Charlotte, Columbia, Asheville, and Greenville. We are a third-generation, family-owned and operated company, committed to quality craftsmanship and long-term customer relationships. At Joyce, we take pride in manufacturing the majority of our own products, allowing us to deliver superior quality while supporting the communities we serve. Position Overview Joyce Factory Direct is hiring a Confirmation Specialist to support our Call Center and In-Home Sales teams by ensuring customer appointments stay confirmed and our Sales Representatives’ calendars stay full. During downtime or between confirmations, you will also connect with warm leads and set qualified in-home appointments. This is more than an administrative scheduling role. We’re looking for someone who is persistent, proactive, and results-driven. You’ll take ownership of upcoming appointments, actively work to reach customers, address scheduling issues, and help prevent appointments from falling off the calendar. Every confirmed appointment is an opportunity for our Sales team, and this role plays a direct part in maximizing their time and sales capacity. Schedule We are hiring for multiple full-time shifts at our Berea call center: Available shifts: 8:00 AM - 4:00 PM | 10:00 AM - 6:00 PM | 1:00 PM - 9:00 PM Weekend availability is required. All team members must work at least one weekend day per week. Compensation Your results drive your earnings through an hourly base rate plus commission and performance incentives. Compensation Includes $17 per hour for the 8:00 AM - 4:00 PM and 10:00 AM - 6:00 PM shifts; $18 per hour for the 1:00 PM - 9:00 PM shift, including a $1 per hour shift differential Commission and performance bonuses based on appointments set and lead quality Total earning potential of $25–$30 per hour or more, based on performance What You’ll Do Proactively contact customers to confirm upcoming in-home appointments Make consistent follow-up attempts to reach customers and secure confirmations Identify potential cancellations or scheduling conflicts and work to preserve or reschedule appointments Maintain and optimize Sales Representative calendars to maximize appointment capacity Support route mapping, territory planning, and efficient appointment scheduling Monitor open calendar space and help identify opportunities to keep schedules full Communicate appointment changes quickly and accurately to Sales Representatives Maintain accurate customer and appointment information in internal systems Provide a professional, positive customer experience throughout the confirmation process Collaborate with Call Center, Sales, Marketing, and Operations teams as needed Meet established confirmation, contact, appointment show-rate, and appointment-setting goals Set qualified in-home appointments with warm leads during downtime or between confirmations You’ll Be a Good Fit If You Have Previous experience in customer service, retail, hospitality, or high-volume call environments (preferred, not required) Strong verbal communication and active listening skills A confident, outgoing personality and the energy to initiate conversations A competitive, goal-oriented mindset and excitement about earning commission Reliable transportation to and from work Availability for one of the listed shifts and at least one weekend day per week Ability to stay motivated in a fast-paced environment Benefits Health, Dental, and Vision Insurance 401(k) with a 25% uncapped company match Employee discounts on home improvement services Employee Referral Bonus Program Why Joyce Over 71 years of proven success as a third-generation, family-owned and operated company High-quality, American-made products Strong marketing support and brand recognition A team-oriented environment focused on growth and long-term success

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