Membership Retention Champion

HELP; Cincinnati (OH); On-site; USD 30,000 - 34,000; Full time

Benefits offered by this job

Medical, dental, and vision insurance

401(k) with company match

Paid time off and holidays

Company cookouts and team events

Ongoing training and career advance-­@

Job summary

HELP is seeking a Membership Specialist to proactively engage with maintenance club members considering cancellation, address concerns, reinforce value, and help retain long-term customer relationships. The ideal candidate communicates effectively and navigates difficult conversations, identifying needs and delivering solutions.

In this role, you will collaborate with service, dispatch, and management to resolve issues, document interactions in the CRM, and strive to meet retention goals while

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.
• Comfortable working toward retention goals and performance metrics.
• Proficient with CRM platforms and Microsoft Office.

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

Verbal communication

Active listening

Customer service

Relationship-building

Problem-solving

Negotiation

Teamwork

Calm under pressure

Education

High school diploma or equivalent

Tools

CRM software

Microsoft Office

Job description

HELP is seeking a Membership Specialist to proactively engage with maintenance club members considering cancellation, address concerns, reinforce value, and help retain long-term customer relationships. The ideal candidate communicates effectively and navigates difficult conversations, identifying needs and delivering solutions.

In this role, you will collaborate with service, dispatch, and management to resolve issues, document interactions in the CRM, and strive to meet retention goals while