Member Retention Specialist

HELP Plumbing, Heating and Air Conditioning; Cincinnati (OH); On-site; USD 30,000 - 34,000; Full time

Job summary

HELP Plumbing, Heating and Air Conditioning in Cincinnati is seeking a Membership Specialist to engage at-risk maintenance club members, address concerns, and reinforce the value of our services to strengthen loyalty.

You will work with service, dispatch, and customer service teams, document interactions in the CRM, and strive to meet retention and satisfaction targets while contributing to recurring revenue.

Qualifications

• High school diploma or equivalent.
• Experience in customer retention, customer service, sales, collections, account management, or call center environments.
• Strong verbal communication and active listening skills.
• Excellent customer service and relationship-building abilities.
• Ability to remain calm, empathetic, and professional when handling upset customers.
• Confidence managing difficult conversations and overcoming objections.
• Strong problem-solving, conflict-resolution, and negotiation skills.
• Positive attitude with a solution-oriented mindset.
• Comfortable working toward performance metrics, retention goals, and productivity standards.
• Basic computer skills and proficiency navigating CRM platforms, phone systems, and Microsoft Office applications.

Responsibilities

• Contact club members who have requested to cancel or are at risk of canceling their membership.
• Identify and understand customer concerns through active listening and effective questioning.
• Present membership benefits, service value, and customized solutions to encourage retention.
• Use de-escalation techniques to address complaints, frustrations, and service-related concerns.
• Handle objections professionally while maintaining a positive customer experience.
• Collaborate with service, dispatch, customer service, and management teams to resolve customer issues.
• Document customer interactions, retention efforts, and outcomes accurately within the CRM system.
• Follow up with members to ensure concerns have been addressed and satisfaction has been restored.
• Meet or exceed retention goals, customer satisfaction metrics, and performance standards.
• Identify trends and recurring cancellation reasons and provide feedback to leadership.
• Maintain a thorough understanding of club membership benefits, promotions, HVAC services, plumbing services, and company policies.
• Support outbound customer engagement campaigns designed to increase member satisfaction and loyalty.

Skills

Customer service

Active listening

Verbal communication

Relationship building

Sales

Account management

Call center experience

Negotiation

Problem solving

Empathy

Performance metrics

Education

High school diploma or equivalent

Tools

CRM software

Microsoft Office

Phone systems

Job description

HELP Plumbing, Heating and Air Conditioning in Cincinnati is seeking a Membership Specialist to engage at-risk maintenance club members, address concerns, and reinforce the value of our services to strengthen loyalty.

You will work with service, dispatch, and customer service teams, document interactions in the CRM, and strive to meet retention and satisfaction targets while contributing to recurring revenue.