Membership Retention Specialist

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

Benefits offered by this job

Medical insurance

Dental insurance

Vision insurance

401(k) match

Paid time off

Holidays

Team events

Training & advancement

Job summary

HELP is seeking a Club Specialist to actively engage with maintenance club members who are considering cancellation. You will address concerns, reinforce the value of our services, and help retain long-term relationships in a professional, customer-focused environment.

The role requires excellent communication, problem-solving skills, and the ability to navigate difficult conversations. You will collaborate with service, dispatch, and management to resolve issues and protect recurring revenue.

Qualifications

• High school diploma or equivalent.
• Experience in customer retention, customer service or call centers is preferred.
• Strong verbal communication and active listening skills.

Responsibilities

• Contact club members who are canceling or at risk of cancelling their membership.
• Identify and understand customer concerns through active listening and questioning.
• Present membership benefits and solutions to encourage retention.
• Use de-escalation techniques to address complaints and service issues.
• Collaborate with service, dispatch, customer service and management to resolve issues.
• Document customer interactions and retention efforts in the CRM.
• Follow up to ensure concerns are addressed and satisfaction is restored.
• Meet or exceed retention goals and customer satisfaction metrics.
• Identify trends in cancellation reasons and provide feedback to leadership.

Skills

Customer retention

Customer service

Sales

Collections

Account management

Call center

Education

High school diploma or equivalent

Tools

CRM platforms

Phone systems

Microsoft Office

Job description

HELP is seeking a Club Specialist to actively engage with maintenance club members who are considering cancellation. You will address concerns, reinforce the value of our services, and help retain long-term relationships in a professional, customer-focused environment.

The role requires excellent communication, problem-solving skills, and the ability to navigate difficult conversations. You will collaborate with service, dispatch, and management to resolve issues and protect recurring revenue.