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Role Overview
Our client is a U.S.-based boutique tax advisory firm specializing in helping high-net-worth individuals and business owners legally reduce their tax liabilities. They pride themselves in delivering a white glove client experience — proactive, individualized, and detail-oriented service that ensures every client feels supported at every stage of their journey.
Role Purpose
The Appointment Confirmation Specialist is responsible for ensuring every booked call shows up, is prepared, and is reconfirmed using a multi-touch, personalized, high-accountability system.
This role exists to:
- 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
**The role is open to ALL Candidates residing in LATIN AMERICA**
Your Responsibilities:
1. Multi-Touch Confirmation & Reminder System
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
2. Lead Warming Prior to Call
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
Objective: Increase intent, readiness, trust, and show probability.
3. Calendar Hygiene & Optimization
- Prevent double-bookings and conflicts
- Eliminate calendar dead zones
- Ensure closers start each day with optimized capacity
- Rapid recovery of same-day cancellations
4. Same-Day Save Procedures
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
Mission: No lead falls through the cracks.
5. No-Show Recovery Workflow
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
6. Daily Reporting & Accountability
- 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
