What are the responsibilities and job description for the Confirmations Supervisor position at Express Flooring?
Express Flooring, a leading provider of residential and commercial flooring solutions in multiple states, is seeking highly spirited and dedicated professionals to join our team in various positions. Our mission is to deliver a superior floor covering experience to our customers by offering top-quality products, professional installation, and unparalleled customer service.
As a rapidly expanding company, we are always looking for ambitious individuals who are not just looking for a job, but a rewarding career. We value problem solvers who are passionate about finding innovative solutions to challenges. At Express Flooring, we care deeply about our employees and strive to provide unlimited potential for growth, job security, highly competitive earnings, and comprehensive benefits packages for our full-time employees.
If you are ready to take on challenges, demonstrate your problem-solving skills, and genuinely care about providing exceptional service, we invite you to join our team at Express Flooring.
Job Summary:
We are seeking a detail-oriented and data-driven Confirmations Manager to oversee and optimize the appointment confirmation process. This role is responsible for ensuring efficient, accurate, and timely confirmations while leveraging data insights to improve workflows and enhance customer experience. The ideal candidate will have a strong background in operational efficiency, process automation, and data analytics to streamline appointment confirmations and reduce scheduling conflicts.
Key Responsibilities:
- Track and analyze appointment confirmation rates, response times, and customer engagement trends.
- Develop reporting tools and dashboards to monitor key performance indicators (KPIs) related to confirmations.
- Use data insights to optimize communication strategies and reduce no-show rates.
- Collaborate with technology teams to implement automated solutions for confirmations and reminders.
- Continuously evaluate the confirmation process, identifying areas for automation and efficiency gains.
- Implement best practices for appointment scheduling, confirmations, and follow-ups.
- Work with cross-functional teams (Customer Service, Sales, Operations) to enhance scheduling workflows.
- Leverage technology such as CRM systems, automated messaging tools, and AI-driven scheduling solutions.
- Manage the daily confirmation workflow to ensure all appointments are accurately confirmed in a timely manner.
- Resolve scheduling conflicts and discrepancies by coordinating with clients, customers, or internal teams.
- Ensure compliance with company policies, regulatory requirements, and customer service standards.
- Train and develop staff to follow best practices in appointment confirmations.
Qualifications & Experience:
- Bachelor's degree in Business, Operations, Data Analytics, or a related field.
- 3 years of experience in appointment confirmations, scheduling, or operations management.
- Proficiency in CRM systems and scheduling software (Salesforce).
- Strong analytical skills with experience in data analysis tools (Excel).
- Excellent problem-solving skills and ability to implement process improvements.
- Strong communication skills and ability to manage cross-functional collaboration.
- Experience in process automation or workflow optimization.
- Familiarity with customer engagement tools (SMS, email automation).
Express Flooring is committed to a diverse and inclusive workplace. Express Flooring is an equal opportunity employer and does not discriminate on the basis of race, national origin, gender, gender identity, sexual orientation, protected veteran status, disability, age, or other legally protected status.
