Confirmation Specialist - On-Site

As a Confirmation Specialist at FHIA Remodeling, your primary responsibilities include verifying, qualifying, and finalizing customer appointments to ensure they align with our company standards. You'll engage with customers to assess their eligibility, document confirmation results, and work closely with our scheduling and sales teams to maintain productivity. Your role is crucial in tracking leads, following up, and ensuring appointments are booked effectively, contributing directly to our sales objectives.

To excel as a Confirmation Specialist at FHIA Remodeling, candidates should possess experience in outbound calls within a performance-driven environment. Key qualifications include proficiency in data entry and Microsoft Office, strong multitasking abilities, and excellent communication skills. Familiarity with Five9 is considered a plus, and bilingual candidates fluent in English and Spanish are highly valued. A high school diploma or equivalent is the minimum educational requirement, and being tech-savvy is essential for this role.

FHIA Remodeling is committed to fostering the professional development of its team members, including Confirmation Specialists. We offer growth opportunities based on merit and performance, ensuring that dedicated employees can advance their careers within our company. Additionally, we recognize and promote talent from within, with over 85% of our leaders having started in entry-level positions. Join us to unlock your potential and thrive in a supportive environment.

At FHIA Remodeling, we believe in taking care of our employees. We offer a comprehensive benefits package that includes medical, dental, life, and disability insurance plans. Our team members also enjoy paid holidays, paid time off, and a competitive 401(k) retirement savings plan, which is matched by Renuity. Additionally, we have wellness incentives to support a healthy lifestyle, as we value the well-being of our team members.

As a Confirmation Specialist at FHIA Remodeling, you will typically work Monday through Friday from 11 AM to 7 PM. Flexibility to work on weekends is a must, as this ensures we can accommodate customers’ needs and optimize the booking process. Having a schedule that aligns with these hours will be crucial for your success in this role.

When answering this question, it's important to share specific examples from your past roles where you engaged in outbound calling. Highlight the type of environment you worked in, target goals, and how you consistently achieved or exceeded them. Focus on key metrics, such as call volume or conversion rates, and discuss any strategies you implemented to improve your performance.

Discuss your approach to time management, such as using to-do lists or scheduling tools. Share examples where you successfully prioritized tasks based on urgency and importance. Describe the techniques you use to stay organized while handling multiple responsibilities, especially in a fast-paced environment similar to that of a Confirmation Specialist.

Building rapport is crucial for success in a role like Confirmation Specialist. When answering, mention techniques such as active listening, using the customer's name during the conversation, and empathizing with their needs. Share specific examples where you successfully connected with customers, fostering a positive experience and encouraging them to engage further.

Show that you've researched FHIA Remodeling and Renuity. Discuss their mission to revolutionize home improvement and how their focus on making the process easier for customers aligns with your values or past experiences. Personalizing your answer can demonstrate your enthusiasm for being part of the team and contributing to their vision.

Share your experience with data entry and any relevant software you’ve used, such as Microsoft Office or Five9. Highlight your technical skills and your ability to adapt to new systems, as this is essential for a Confirmation Specialist. You can also mention any training you've undergone that prepared you for working with customer data effectively.

Provide a concise narrative about a challenging customer interaction. Focus on how you listened actively to their concerns, your approach to finding a solution, and the positive outcome you achieved. Emphasize your communication skills and ability to remain calm and professional under pressure, which are critical traits for a Confirmation Specialist.

Discuss intrinsic and extrinsic motivators that drive you in a sales-oriented role like Confirmation Specialist. You might mention personal goals, a passion for helping customers, and the satisfaction of exceeding targets. Providing specific instances where you've pushed yourself to achieve a goal or support a team objective can strengthen your response.

Explain your process for evaluating a customer's eligibility based on specific criteria that FHIA Remodeling values. You can mention active listening to their needs, asking relevant questions, and detailing any specific information you’d collect to assess whether they qualify for the services offered. This shows your understanding of the role's requirements.

Identify key skills such as strong communication, attention to detail, multitasking, and interpersonal abilities. Elaborate on why each skill is vital to the effectiveness of a Confirmation Specialist, particularly in enhancing customer experience and attaining company objectives. Support your answer with examples of how these skills would apply in real scenarios.

Share your ideas on how you would directly influence FHIA Remodeling’s reputation through exceptional customer service, teamwork with scheduling and sales, and contributing to a positive company culture. Discuss ways to enhance efficiency and uphold the company’s mission to provide a stress-free home improvement experience, ensuring that customers leave satisfied.