Confirmation Agent

Call Center Confirmer

The Call Center Confirmer is responsible for verifying scheduled appointments with customers to ensure proper preparation and expectation setting prior to meetings scheduled with Product Specialists. This role maintains scheduling accuracy, manages customer communications, and coordinates with internal teams to optimize appointment workflow and customer experience.

Responsibilities:

• Review and verify all appointments scheduled
• Follow up on sets by call center agents by calling customer to confirm homeowner's appointment time, date, homeowner's address, project details and appointment expectations.
• Verify and update customer information including name, address, phone number, and other critical details.
• Record any corrections or updates to customer information in the CRM database
• Coordinate all schedule changes and rescheduled appointments with the Sales managers
• Process and schedule appointments from 3rd party pre-qualified leads
• Implement strategic calling schedules and proven scripts to reduce appointment no-shows
• Execute proactive reminder campaigns through phone calls and text messaging
• Minimize last-minute cancellations through effective customer communication and follow-up
• Monitor and adjust communication timing to maximize appointment attendance rates
• Adhere to a fixed working schedule with established break times and lunch.
• Remain informed of company's home improvement product offerings, the industry and company policies and procedures.
• Maintain an environment that embodies the company's Mission, Vision, and Values.
• Remain in compliance and up to date on all company-wide live and digital training.
• Perform other related duties as assigned.

Minimum Qualifications:

• High school diploma or equivalent; associate or bachelor's degree preferred.
• Confirmation experience
• Contact Center experience
• Must be able to work a 12pm - 8pm shift
• Strong attention to detail and organizational skills.
• Basic proficiency with office software such as Microsoft Office Suite.
• Excellent written and verbal communication skills.
• Ability to work independently and manage time effectively.

Skills:

The Confirmer uses strong attention to detail daily to meticulously review and validate information, ensuring accuracy and compliance. Communication skills are essential for interacting with various stakeholders to obtain confirmations and clarify discrepancies. Organizational skills help manage multiple tasks and maintain thorough records of confirmations and issues. Proficiency with office and data management software supports efficient tracking and documentation of confirmation activities. Problem-solving abilities enable the Confirmer to identify inconsistencies and work collaboratively to resolve them, maintaining the integrity of organizational processes.