Membership Specialist

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

Benefits offered by this job

Medical insurance

Dental insurance

Vision insurance

401(k) with company match

Company paid life insurance

Paid time off and holidays

Team events and training

Job summary

HELP Plumbing, Heating and Air Conditioning is seeking a Membership Specialist to engage with maintenance club members considering cancellation, address concerns, and reinforce value to retain relationships. You will collaborate across teams to resolve issues, document interactions in the CRM, and strive to meet retention and satisfaction goals while supporting company growth.

The role requires strong communication, empathy, and problem-solving skills to navigate difficult conversations and

Qualifications

• High school diploma or equivalent is required.
• Experience in customer retention, customer service, sales, collections, or call centers preferred.
• Strong verbal communication and active listening skills are essential.
• Excellent customer service and relationship-building abilities are required.
• Able to stay calm, empathetic, and professional with upset customers.
• Confident in managing difficult conversations and overcoming objections.
• Strong problem-solving, conflict resolution, and negotiation skills are needed.
• Positive attitude with a solution-oriented mindset.
• Comfortable working toward performance metrics and retention goals.
• Basic computer skills and CRM navigation experience are required.

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 and service-related concerns.
• Handle objections professionally while maintaining a positive customer experience.
• Collaborate with service, dispatch, customer service, and management teams to resolve issues.
• Document customer interactions, retention efforts, and outcomes in the CRM system.
• Follow up with members to ensure concerns are addressed and satisfaction restored.
• Meet or exceed retention goals and customer satisfaction metrics.
• Identify trends and recurring cancellation reasons to provide feedback to leadership.
• Maintain thorough knowledge of club benefits, HVAC and plumbing services, and company policies.
• Support outbound engagement campaigns to boost loyalty.

Skills

Communication

Active listening

Customer service

Relationship-building

Problem-solving

Negotiation

Calm under pressure

Team collaboration

CRM data entry

Education

High school diploma or equivalent

Tools

CRM platforms

Microsoft Office

Phone systems

Job description

Job Overview

We are seeking a customer-focused and results-driven Membership Specialist to join our team. In this role, you will be responsible for proactively engaging with maintenance club members who are considering canceling their memberships, addressing concerns, reinforcing the value of our services, and helping retain long-term customer relationships. The ideal candidate is an excellent communicator who can confidently navigate difficult conversations, identify customer needs, resolve issues, and deliver solutions that strengthen customer loyalty. This position plays a critical role in maintaining recurring revenue, improving customer satisfaction, and supporting the overall growth of the company.

Key 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.

Qualifications

• High school diploma or equivalent.


• Previous 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.

Benefits

• Competitive base pay with bonus structure


• Medical, dental, and vision insurance.


• 401(k) with company match.


• Company paid life insurance


• Paid time off and holidays


• Company cookouts and team events


• Ongoing training and career advancement opportunities

Work Environment

Works in a professional office environment using computers, phones, and standard office equipment. Primarily seated with occasional standing and walking. Must be able to communicate effectively with customers and team members and accurately exchange information in person and by phone. Reasonable accommodations may be made to perform essential functions.

#HLP2

Pay Range: $22 USD - $25 USD

About HELP

For more than 80 years, HELP has provided HVAC, plumbing, and electrical services to families throughout Cincinnati, Northern Kentucky, and Southeast Indiana. To ensure that our clients’ expectations are exceeded, HELP takes great care when selecting individuals to join the team. Our employees embrace our commitment to do the job right the first time with good equipment and materials, with honesty and without shortcuts. By embracing this policy, our employees prosper right along with the company and enjoy solid job security. Not a heating, cooling, plumbing or electrical expert? Don’t worry. We can teach you everything you need to know!

We are an equal-opportunity employer committed to diversity and inclusion in the workplace. We prohibit discrimination and harassment based on race, color, sex, religion, sexual orientation, national origin, disability, genetic information, pregnancy, or any other protected characteristic outlined by federal, state, or local laws.

Privacy Policy