Appointment Success Specialist

Joyce Factory Direct; Berea, Northern (OH, KY); Hybrid; USD 34,000 - 41,000; Full time

Benefits offered by this job

Health, Dental, and Vision Insurance

401(k) with 25% uncapped company match

Employee discounts on home improvement

Employee Referral Bonus Program

Job summary

Joyce Factory Direct in Berea, OH is seeking a Confirmation Specialist to support our Call Center and In-Home Sales teams by ensuring appointments stay confirmed and calendars full. You’ll proactively contact customers to confirm upcoming in-home appointments and address scheduling issues with a professional, results-driven approach.

We offer hourly base rates with commission and bonuses, weekend shifts required, and total earning potential of $25–$30 per hour or more based on performance;

Qualifications

• Previous experience in customer service, retail, hospitality, or high-volume call environments (preferred, not required)
• Strong verbal communication and active listening skills
• A confident, outgoing personality and the energy to initiate conversations
• A competitive, goal-oriented mindset and excitement about earning commission
• Reliable transportation to and from work
• Availability for one of the listed shifts and at least one weekend day per week
• Ability to stay motivated in a fast-paced environment

Responsibilities

• 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, appointment show-rate, and appointment-setting goals
• Set qualified in-home appointments with warm leads during downtime or between confirmations

Skills

Customer service

Verbal communication

Active listening

Outgoing personality

Goal oriented

Reliability

Motivation by commission

Tools

CRM systems

Job description

Joyce Factory Direct in Berea, OH is seeking a Confirmation Specialist to support our Call Center and In-Home Sales teams by ensuring appointments stay confirmed and calendars full. You’ll proactively contact customers to confirm upcoming in-home appointments and address scheduling issues with a professional, results-driven approach.

We offer hourly base rates with commission and bonuses, weekend shifts required, and total earning potential of $25–$30 per hour or more based on performance;