Confirmation Agent

Long Home Products•Savage, MD

10d•$0 - $20

About The Position

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.

Requirements

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.

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.