Confirmation Specialist

Joyce Windows, Sunrooms & Baths

Cleveland (OH)

On-site

USD 21,000 - 41,000

Full time

14 days+

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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 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 seeking someone who is persistent, proactive, and results-driven, owning upcoming appointments and addressing scheduling issues to prevent cancellations.

Qualifications

Persistent, goal-oriented mindset with strong sense of urgency.
Strong verbal communication and customer service skills.
Excellent organization and attention to detail.
Ability to manage multiple calendars, priorities, and last-minute changes.
Geographic awareness and efficient scheduling/routing.
Comfort working in a fast-paced, performance-driven environment.

Responsibilities

Proactively contact customers to confirm upcoming in-home appointments.
Follow up consistently to secure confirmations.
Identify cancellations or conflicts and preserve/reschedule appointments.
Maintain and optimize calendars to maximize appointment capacity.
Support route mapping, territory planning, and efficient scheduling.
Monitor open calendar space to keep schedules full.
Communicate appointment changes quickly to Sales Reps.
Maintain accurate customer and appointment information in systems.
Provide a professional customer experience throughout the process.
Collaborate with Call Center, Sales, Marketing, and Operations.
Meet confirmation and show-rate goals.

Skills

Persistent mindset

Strong verbal communication

Excellent organization

Attention to detail

Critical thinking

Geographic awareness

Calendar management

Independent yet collaborative

Weekend flexibility

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.

Position Overview

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

What You’ll Do

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

You’ll Be a Good Fit If You Have

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.