Membership Retention & Success Specialist

Fetch-A-Tech; Las Vegas (NV); On-site; USD 33,000 - 39,000; 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

Fetch-A-Tech in Las Vegas is seeking a Club Membership Specialist focused on retention and delivering value to members. You will proactively engage at-risk members, present benefits, and tailor solutions to strengthen loyalty.

The role requires strong communication, active listening, and the ability to resolve issues while maintaining a positive customer experience. Office-based role with opportunities for training and career growth.

Qualifications

• High school diploma or equivalent is required.
• Experience in customer retention, customer service, sales, collections, account management, or call centers is preferred.
• Basic computer skills and ability to navigate CRM platforms, phone systems, and Microsoft Office.
• Proficiency in Microsoft Excel for data entry, tracking, reporting, and organizing customer information.
• Strong verbal communication and active listening skills.
• Excellent customer service and relationship-building abilities.
• Ability to stay calm, empathetic, and professional with upset customers.
• Confidence handling difficult conversations and objections.
• Strong problem-solving and negotiation skills.
• Ability to meet retention goals and productivity standards.

Responsibilities

• Contact club members who are canceling or at risk of canceling to address concerns and promote retention.
• Maintain and update Excel spreadsheets to track retention, cancellation trends, and performance metrics.
• Identify customer concerns through active listening and effective questioning.
• Present membership benefits and customized solutions to encourage retention.
• Use de-escalation techniques to resolve complaints and maintain a positive experience.
• Collaborate with service, dispatch, customer service, and management to resolve issues.
• Document interactions, retention efforts, and outcomes in the CRM system.
• Follow up to ensure concerns are addressed and satisfaction is restored.
• Aim to meet or exceed retention and customer satisfaction goals.

Skills

Customer service

Active listening

CRM proficiency

Excel

Education

High school diploma or equivalent

Tools

CRM systems

Microsoft Office

Phone systems

Job description

Fetch-A-Tech in Las Vegas is seeking a Club Membership Specialist focused on retention and delivering value to members. You will proactively engage at-risk members, present benefits, and tailor solutions to strengthen loyalty.

The role requires strong communication, active listening, and the ability to resolve issues while maintaining a positive customer experience. Office-based role with opportunities for training and career growth.