Membership Coordinator

Gen3 Electric & HVAC; Philadelphia (Philadelphia County); On-site; USD 45,000 - 60,000; Full time

Job summary

GEN3 Electric & HVAC is seeking a Membership Champion to lead and grow their Membership Program. This role is key in delivering exceptional member experiences, ensuring timely scheduling, and enhancing retention through effective communication and analytics. Join a family-owned company committed to excellence and service.

Qualifications

• 2+ years in customer success or membership programs.
• Experience in home services or subscription-based programs is a plus.

Responsibilities

• Schedule and communicate with members for maintenance appointments.
• Track and analyze membership metrics and report on KPIs.
• Coordinate with internal departments for membership initiatives.

Skills

Communication

Organization

Time Management

Problem Solving

Tools

Reporting Software

Spreadsheets

Job description

Position Summary: GEN3 is seeking a highly organized and enthusiastic Membership Champion to lead and grow our Membership Program. This role is pivotal in creating exceptional experiences for our members by ensuring seamless scheduling of their annual appointments, maintaining high retention, and delivering value-added touchpoints that reinforce GEN3’s commitment to customer satisfaction. You will act as the main point of contact for all member-related initiatives, driving engagement, retention, and loyalty.

Key Responsibilities:

• Member Scheduling & Communication:
  • Proactively contact members via phone, text, and email to schedule their 3 yearly maintenance appointments.
  • Ensure timely and personalized follow-ups that reflect the GEN3 brand voice and customer-first philosophy.
• Member Retention & Analytics:
  • Track and analyze key membership metrics including retention rates, run rates, new membership sales and cancelation rates.
  • Identify trends and provide actionable insights to improve retention and program effectiveness.
  • Report monthly on membership KPIs including members gained, members lost, scheduled vs unscheduled appointments, and gift fulfillment status.
• Program Operations & Collaboration:
  • Coordinate with internal departments (HVAC & Electrical Service/Sales, Customer Service, Marketing, etc.) to ensure alignment on membership initiatives and consistent service delivery.
  • Manage yearly member appreciation gifts – from tracking inventory to ensuring timely delivery.
• Member Experience & Advocacy:
  • Act as the voice of the members internally, advocating for continuous improvements to the membership journey.
  • Help develop exclusive member promotions or campaigns in partnership with Marketing.

Qualifications:

• 2+ years of experience in customer success, membership programs, sales coordination, or a similar client-facing role.
• Strong communication skills (verbal, written, and digital).
• Highly organized with excellent time management and follow-up abilities.
• Comfortable working with new software, spreadsheets, and reporting software.
• Self-starter who enjoys building processes and solving problems.
• Experience in home services, HVAC/electrical, or subscription-based programs a plus.

Why GEN3: At GEN3, we are celebrating 25 years in business and looking to expand to service our members! As a family-owned company, we’re committed to building a culture where excellence, respect, and service are at the core of everything we do!