Inside Sales Confirmation Specialist
Baths R Us is looking for a confident, customer-focused Inside Sales Confirmation Specialist to join our team. This role plays an important part in making sure every appointment we send to our Sales team is accurate, qualified, and ready for a successful in-home consultation.
The Inside Sales Confirmation Specialist will review appointments scheduled throughout the organization and contact customers prior to their appointment to verify their information, better understand their remodeling needs, and confirm that their project falls within the Baths R Us scope of work.
This is not simply a confirmation or customer service position. The ideal candidate will be comfortable having sales-focused conversations, asking qualifying questions, overcoming objections, and helping customers understand the value of keeping their scheduled appointment.
The position will also assist with inbound and outbound Inside Sales activities, including setting new appointments and converting customer inquiries into qualified appointments.
Key Responsibilities
- Review appointments scheduled throughout the organization for accuracy and completeness.
- Contact customers to complete the appointment confirmation and qualification process.
- Verify customer contact information, project details, decision-makers, property information, and other required appointment criteria.
- Ask appropriate qualifying questions to ensure the customer's project falls within the Baths R Us scope of work.
- Identify potential issues with appointments before they are assigned or dispatched to the Sales team.
- Build rapport with customers and create excitement around their upcoming consultation.
- Handle customers who express hesitation or indicate they want to cancel their appointment.
- Use effective rebuttals and objection-handling techniques to address concerns and retain qualified appointments whenever possible.
- Reschedule appointments when appropriate rather than losing the opportunity.
- Clearly communicate expectations regarding the consultation process.
- Make outbound calls and respond to inbound leads to schedule new appointments.
- Follow established scripts, qualification standards, and appointment-setting procedures.
- Accurately document customer conversations, appointment details, and outcomes in company systems.
- Work closely with Inside Sales leadership and the Sales team to continuously improve appointment quality.
- Meet established performance expectations for confirmation rates, appointment retention, appointment setting, call activity, and appointment quality.
What We're Looking For
- Strong phone communication and customer service skills.
- Comfortable having a high volume of customer conversations throughout the day.
- Sales-minded with the confidence to ask questions and guide conversations.
- Strong objection-handling and rebuttal skills.
- Ability to remain professional and persuasive when customers are hesitant or want to cancel.
- Detail-oriented and able to identify missing or inaccurate appointment information.
- Ability to follow established processes while still having natural, engaging conversations with customers.
- Strong organizational and time-management skills.
- Comfortable working in a fast-paced, performance-driven environment.
- Previous experience in inside sales, appointment setting, call centers, customer service, lead generation, or home improvement sales is preferred.
What Success Looks Like
A successful Inside Sales Confirmation Specialist helps ensure that our Sales team receives qualified, accurate, and committed appointments. You will help reduce unnecessary cancellations, identify appointments that do not meet our criteria, improve the customer experience, and maximize the opportunities generated by our Inside Sales team.
This role is a great fit for someone who enjoys talking with customers, is comfortable overcoming objections, and understands that every conversation is an opportunity to create a positive customer experience and move a potential project forward.
About Baths R Us
Baths R Us specializes in helping homeowners transform their bathrooms through a professional and customer-focused remodeling experience. Our team is built around providing a great experience from the customer's first interaction with us through the completion of their project.
We are looking for motivated team members who want to contribute to a growing organization and take pride in delivering an exceptional experience for our customers.