Confirmation Manager

4 weeks ago

Denver, Colorado, United States Lifetime Windows and Siding Full time
Confirmation Manager Job Description

At Lifetime Windows and Siding, we are seeking a skilled Confirmation Manager to join our team in Denver, Colorado. This role is crucial for ensuring that all appointments are confirmed and qualified, providing exceptional customer service, and supporting our sales team.

Responsibilities
  • Confirm and qualify all appointments, ensuring accurate and timely communication with customers.
  • Lead generation through follow-up on marketing campaigns and events by making outbound calls to generate new prospect leads, identifying and qualifying opportunities.
  • Build effective relationships with potential clients and existing customers through consultative qualification and personalized communication.
  • Identify and qualify opportunities for cross-selling our home improvement services to current and future customers.
  • Represent the company, products, and services positively and enthusiastically to maintain a professional and consistent brand image.
  • Manage data accurately into our Customer Management System to ensure a smooth hand-off to the in-home sales team.

Daily Responsibilities
  • Call all next day appointments unless they were booked the day before.
  • Review mountain slots to check the number of mountain appointments set for the next day.
  • Ensure all appointments have the correct date and time requested by the customer and that all data entry is accurate.
  • Inform sales reps of any day-of cancellations to avoid unnecessary travel.
  • Monitor the schedule to ensure all appointments can be covered and be on time.
  • Handle all cancelations, reschedules, and confirmation call backs/calls.
  • Confirm and reschedule appointments as needed.
  • Check if the houses have HOA's.
  • Ensure the schedule is built out and includes sales meeting block-off times to avoid scheduling conflicts.
  • Route and assign leads throughout the day to prevent issues.
  • Cancel out-of-territory/out-of-scope appointments.
  • Take calls from sales reps to put return business and follow-ups back on their calendar.
  • Apply time off for sales reps on their calendar.
  • Notify customers if reps will be late for their appointments.
  • Obtain email addresses for all customers confirming their appointments.
  • Remember the time difference with Arizona, as it is an hour behind for half the year.
  • Issue same-day appointments if confirmed the next morning.
  • Work to "reset" old cancellations and get them back on the schedule.

Qualifications
  • Experience: Previous experience in a similar role, preferably in a call center environment.
  • Availability: Must have availability to conduct confirmations on Saturday and Sunday.
  • Communication Skills: Excellent written and verbal communication skills.
  • Customer Service Skills: Must have excellent customer interaction skills and the ability to engage positively with clients.
  • Organizational Skills: Strong organizational capabilities to manage multiple tasks and appointments simultaneously.
  • Technical Proficiency: Familiarity with Customer Management Systems and basic computer skills.
  • Professionalism: Must be punctual, professional, and able to meet strict deadlines and prioritize tasks effectively.

About Lifetime Windows and Siding

At Lifetime Windows and Siding, you're more than just an employee; you're a vital part of a team that values excellence, integrity, and professional growth. If you are ready to contribute to a company that makes a tangible difference in the home improvement industry, we encourage you to apply.

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