Appointment Confirmation Specialist, Tax Advisory
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Job Description
Appointment Confirmation Specialist at a U.S. tax advisory firm improving client call show rates. Responsible for multi-touch confirmations and maintaining organized lead pipelines from LATAM.
Responsibilities:
- Increase show rate from **67% → 75–80%**
- Prevent lost leads and no-shows
- Maintain closer calendars at full capacity
- Warm and qualify leads prior to appointments
- Handle rescheduling with urgency
- Execute a “Never Lose a Lead Twice” approach
- Generate consistent **$1M+ annual revenue lift** purely from show rate improvement
- Own and execute a structured confirmation workflow: Immediate post-booking confirmation, Night-before confirmation, Same-day reminders, Personalized messaging in brand voice (concierge, professional, high-service), Communication via SMS, email, phone calls
- Ensure every booked lead receives: Short credibility or welcome video, Case studies or proof assets, Clear expectations for the call, Calendar invite and acceptance confirmation, Prep materials where applicable
- Prevent double-bookings and conflicts, Eliminate calendar dead zones, Ensure closers start each day with optimized capacity, Rapid recovery of same-day cancellations
- When cancellations or ghosting occur: Immediate phone outreach, Immediate SMS follow-up, Supporting DM/email follow-ups, Offer fastest next available times, Reallocate into nearest closing window
- If a lead no-shows: Call within 5 minutes, Supportive “jump on now if you can” text, Execute 3-part follow-up sequence, Reschedule within 48 hours, Notify setter for coordination, Move to High-Priority Recovery List
- Provide clear daily pipeline insights including: Calls booked, Calls confirmed, Show vs. no-show metrics, Save attempts & success rate, Daily show-rate percentage, Next-day forecast **
Requirements:
- Proven experience in appointment management, pipeline coordination, retention operations, or high-accountability client success roles
- Strong communication skills across SMS, phone, and email
- Proactive, organized, and highly responsive execution style
- Ability to manage multiple leads simultaneously without losing oversight
- Experience using **Go High Level / Sales Automator** preferred Alternatively: strong proficiency in another CRM with ability to quickly transition
- Comfortable combining automated workflows with personalized human touches
- Highly reliable, disciplined, and performance-driven
- Strong English proficiency (spoken and written)
- Stable internet connection and remote-ready work setup
- Availability to work **9:00 AM – 5:00 PM Pacific Time****
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