Club Membership Specialist
About The Position
Fetch-A-Tech is seeking a customer-focused, results-driven Club Membership Specialist to engage with maintenance club members who are considering canceling. The specialist addresses concerns, reinforces the value of the company’s services, and helps retain long-term customer relationships. The role supports recurring revenue, customer satisfaction, and company growth by understanding customer needs, resolving issues, and presenting solutions that strengthen loyalty. The position works in a professional office environment using computers, phones, and standard office equipment. Work is primarily seated, with occasional standing and walking. The specialist must communicate effectively and exchange information accurately with customers and team members in person and by phone. Reasonable accommodations may be made to perform essential functions.
Requirements
- High school diploma or equivalent.
- Previous experience in customer retention, customer service, sales, collections, account management, or call center environments.
- Basic computer skills and proficiency navigating CRM platforms, phone systems, and Microsoft Office applications.
- Experience using 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 remain calm, empathetic, and professional when handling upset customers.
- Confidence managing difficult conversations and overcoming objections.
- Strong problem-solving, conflict-resolution, and negotiation skills.
- Comfort working toward performance metrics, retention goals, and productivity standards.
Responsibilities
- Contact club members who have requested to cancel or are at risk of canceling their membership.
- Maintain and update Microsoft Excel spreadsheets to track retention, cancellation trends, customer interactions, and performance metrics.
- Identify 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 in the CRM system.
- Follow up with members to ensure concerns have been addressed and satisfaction restored.
- Meet or exceed retention goals, customer satisfaction metrics, and performance standards.
- Identify recurring cancellation reasons and provide feedback to leadership.
- Maintain a thorough understanding of membership benefits, promotions, HVAC and plumbing services, and company policies.
- Support outbound customer engagement campaigns designed to increase member satisfaction and loyalty.
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
Stand Out From the Crowd
Upload your resume and get instant feedback on how well it matches this job.
What This Job Offers
Job Type
Full-time
Education Level
High school or GED
