Confirmation Specialist

• Location 8180 Greensboro Dr.,Suite 630,McLean, VA, 22102,United States
• Base Pay $20.00 - $24.00 / Hour
• Job Category Customer Service
• Employee Type FT Non-Exempt

Description

The Confirmation Specialist makes sure every appointment our CSRs set turns into a homeowner who is home, ready, and expecting our sales rep. You are the last checkpoint between a booked appointment and a sales demo for roofing, siding, windows, and gutters.

You will confirm upcoming appointments, handle cancellations and reschedules, and audit appointment details so our outside sales reps walk into every home with accurate information. When an appointment is at risk, you save it. When information is wrong, you catch it and fix it before it costs us a trip.

This role suits someone who is organized, persistent on the phone, and takes pride in getting the details right.

Appointment confirmation

· Call, text, and email homeowners to confirm appointments set by CSRs, typically 24–48 hours before and again the day of

· Verify that all decision-makers (for example, both spouses) will be present for the demo

· Re-confirm project scope, address, timing, and access details (gate codes, pets, parking)

· Set expectations for the visit: who is coming, how long it takes, and what the homeowner should have ready

Cancellations and reschedules

· Field inbound cancellation and reschedule requests by phone, text, and email

· Uncover the reason behind a cancellation and work to save or rebook the appointment

· Reschedule into open slots on the sales calendar, balancing rep availability and territory

· Notify outside sales reps and management of changes in real time

Appointment accuracy and oversight

· Audit newly set appointments for complete and correct information: contact details, address, product interest, lead source, and notes

· Flag appointments that don't meet qualification standards and route them back to the CSR or manager

· Spot patterns in errors or weak appointments and share feedback with CSR leadership

· Keep the CRM and sales calendar clean and current

Team support

· Partner daily with CSRs, outside sales reps, and the sales manager to keep the calendar full and accurate

· Track and report on confirmation, cancellation, and reschedule outcomes

· Help with past-customer and lead follow-up calls as volume allows

You will be measured on how many set appointments actually happen, and how accurate they are when they do.

Metric

What it measures

Confirmation rate

Share of scheduled appointments reached and confirmed before the visit

Appointment show / sit rate

Share of confirmed appointments where the rep meets all decision-makers

Save rate

Share of cancellation requests saved or rebooked

Time from cancellation to a new appointment on the calendar

Appointment accuracy

Share of audited appointments with complete, correct information

Rep-reported issues

Wasted trips caused by wrong address, missing decision-maker, or bad info

Required

· 1+ year in a phone-based role: appointment setting, scheduling, call center, customer service, or inside sales

· Clear, friendly, confident phone presence, including with frustrated or hesitant customers

· Strong attention to detail and comfort catching and correcting errors

· Organized enough to manage a high volume of calls, texts, and calendar changes each day

· Comfortable with CRMs, scheduling software, and basic computer tools

· High school diploma or equivalent

Preferred

· Experience in home improvement, residential exteriors, roofing, or another in-home sales business

· Experience with retention or saving cancellations

· Familiarity with CRMs such as Salesforce, Hub Spot, Job Nimbus, Accu Lynx, or Lead Perfection

· Proven ability to work independently and stay productive remotely