Job Description

Confirmation Manager – Call Center
Position: Confirmation Manager
Location: Orange Park, FL (Jacksonville area)
Job Type: Full-Time, Onsite
Pay Type: Salary + Performance-Based Bonuses

Company Overview
At Bath Planet & Granite Transformations of Jacksonville , we specialize in providing high-quality home improvement solutions through a dedicated network of professionals. Our call center plays a crucial role in setting and confirming appointments (free in-home design consultations) that drive our business forward. We are looking for a motivated and experienced Confirmation Manager to lead our call center team, ensure appointment quality, and maximize our customer outreach efforts.

Job Responsibilities

Manage and lead a team of 3-4 call center representatives to ensure high-quality appointment confirmations.
Monitor Performance and provide coaching to agents to improve scheduling effectiveness and conversion rates.
Ensure Appointment Quality by verifying details, confirming customer commitments, and minimizing cancellations.
Develop and Implement Scripts & Rebuttals to improve confirmation success rates.
Oversee Scheduling & Coordination of confirmed appointments to align with business goals.
Track Metrics and KPIs to optimize efficiency and improve team performance.
Recruit, Train and Onboard new call center representatives to maintain high operational standards.
Resolve Customer Concerns to maintain a high level of customer satisfaction.

Qualifications & Skills

2+ years of call center management experience (preferably in sales, customer service, or appointment setting).
Strong leadership and coaching skills to drive team performance.
Excellent communication and negotiation skills to handle objections effectively.
Ability to multitask and work in a fast-paced environment.
Experience with CRM and call center software.***Experience with LEAD PERFECTION CRM a PLUS!***
High school diploma required; associate or bachelor’s degree preferred.

Job Tags

Full time,

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