Club Membership Specialist

Fetch-A-Tech•Las Vegas, NV

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 or are at risk of canceling. The specialist addresses concerns, reinforces the value of membership services, and offers solutions to help retain customers and strengthen long-term relationships. This role supports recurring revenue, customer satisfaction, and company growth. The position requires strong communication and listening skills, confidence in difficult conversations, and the ability to identify customer needs, resolve problems, and handle objections professionally. The specialist tracks retention activity and performance, documents interactions in the CRM, collaborates with internal teams to resolve issues, and works toward retention and customer satisfaction goals. The work takes place in a professional office environment using computers, phones, and standard office equipment. The role is primarily seated, with occasional standing and walking. Employees must communicate effectively and accurately exchange information 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.
Microsoft Excel skills 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 membership retention, cancellation trends, customer interactions, and performance metrics.
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.