Lead Confirmations Specialist
About The Position
Prior to a Design Consultant visiting a home, the Lead Confirmer plays a critical role in ensuring lead quality, homeowner readiness, and overall appointment success. This role serves as a subject-matter expert and functional lead within the Confirmations team—supporting daily confirmation activities while helping uphold standards, best practices, and consistency across the team. In this position, you will work closely with homeowners, peers, and cross-functional partners including Sales Managers and Design Consultants to ensure high-quality leads and a strong customer experience.
Requirements
- High school diploma or GED required.
- Minimum of two years of experience in sales, contact center, confirmations, and/or marketing.
- Strong ability to work efficiently in a fast-paced, high-volume environment.
- Active listener with strong attention to detail and thorough documentation skills.
- Excellent verbal and written communication skills.
- Proven ability to multitask, problem-solve, and prioritize effectively.
- Flexible and resilient with changing business needs and priorities.
- Positive, team-first mindset with the ability to work independently.
- Availability to work overtime and non-traditional hours as needed (evenings and weekends).
Nice To Haves
- Previous experience in a lead, senior, or peer-mentor role preferred.
Responsibilities
- Lead by example in following Express Flooring’s confirmation processes to ensure homeowner expectations and business needs are met.
- Serve as a point of reference for confirmation best practices and quality standards.
- Perform in-depth quality checks on leads to identify potential concerns prior to the appointment.
- Conduct deeper conversations with homeowners to further qualify or disqualify projects when needed.
- Ensure all customer and project information is accurate and up to date in the database.
- Assist in preventing cancellations by clearly communicating the value of the Design Consultant visit.
- Support rescheduling efforts when appropriate to preserve lead quality.
- Communicate with homeowners via phone and text in a professional, customer-focused manner.
- Partner closely with Sales Managers, Design Consultants, and internal teams to resolve lead or scheduling issues.
- Act as a peer resource for questions, process clarification, and complex confirmations.
- Help identify process gaps or trends impacting lead quality and share insights with leadership.
- Support onboarding or informal coaching of new confirmers as needed (no direct reports).
Benefits
- Comprehensive medical, dental, and vision plan options
- Health Savings Account (with HDHP enrollment)
- Health & dependent care flexible spending accounts
- Company-paid basic life insurance
- Voluntary supplemental life insurance
- Company-paid short-term disability insurance
- Voluntary long-term disability
- Company-paid Accident and Hospital Indemnity
- 401(k) with company match (Pre-tax & Roth options)
- Paid PTO, bereavement leave, and maternity leave
- 7 company-paid holidays
- Employee Assistance Program (EAP)
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What This Job Offers
Job Type
Full-time
Career Level
Mid Level
Education Level
High school or GED
Number of Employees
101-250 employees
