Confirmation Specialist

Job Description

Job Description

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.

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.

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.

Compensation

This position offers an hourly base rate plus commission and performance incentives.

Compensation Includes:

· $15–$18 per hour base rate

· Commission and performance incentives based on results

· Average total earnings of $20–$30 per hour based on performance

· 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, and appointment show-rate goals

· A persistent, goal-oriented mindset and strong sense of urgency

· Strong verbal communication and customer service skills

· Confidence handling customer hesitation, objections, and scheduling conflicts

· Excellent organization and attention to detail

· Strong critical-thinking and problem-solving skills

· Geographic awareness and the ability to think through efficient scheduling and routing

· Ability to manage multiple calendars, priorities, and last-minute changes

· Comfort working in a fast-paced, performance-driven environment

· Ability to work independently while collaborating across departments

· Flexibility to work weekends based on business needs

Previous experience in a call center, inside sales, appointment setting, customer retention, dispatching, scheduling, or another high-volume customer contact environment is preferred.

· Health, Dental, and Vision Insurance

· 401(k) with a 25% uncapped company match

· Employee discounts on home improvement services

· Employee Referral Bonus Program

· 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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