Membership Coordinator

Davis & Green, Inc.•Richmond, VA

18d

About The Position

At Davis & Green, we treat every customer like family — delivering reliable service, transparent communication, and a five-star experience every time. We’re looking for a Membership Coordinator who thrives on connection, follow-through, and friendly customer communication. This role is focused on welcoming new members, scheduling services, supporting renewals, and providing an exceptional experience for every Bundle Buddy member.

Requirements

2+ years of experience in customer service, inside sales, or call center roles (home services experience preferred).
Confident, friendly communicator with strong phone and organizational skills.
Experience with CRM or service software (ServiceTitan experience a plus).
Self-motivated, dependable, and comfortable working in a fast-paced team environment.
Passion for building relationships and delivering outstanding customer experiences.

Nice To Haves

ServiceTitan experience a plus

Responsibilities

Personally call and welcome all new members, ensuring they understand their program benefits and next steps.
Outbound call and text to schedule seasonal tune-ups, inspections, and other membership visits.
Follow up with existing and past members to renew or reinstate their plans.
Act as a backup CSR during times of high call volume — answering inbound calls, booking appointments, and assisting customers with general service requests.
Support marketing campaigns and membership promotions by handling call-backs and scheduling leads generated through email, social media, and technician referrals.
Maintain accurate records of all active, renewing, and expired memberships in ServiceTitan.
Monitor renewal dates, follow up on expiring plans, and assist customers with updating payment information.
Ensure all membership appointments are correctly scheduled and tagged in ServiceTitan for reporting and dispatch.
Provide personalized, proactive communication — including thank-you calls, anniversary reminders, and check-ins after completed visits.
Serve as the friendly voice of Davis & Green for all membership-related inquiries.
Provide clear explanations of membership perks, dispatch fee savings, and priority scheduling benefits.
Resolve member concerns quickly and professionally, coordinating with Director of Customer Experience, CSR Lead and Service Managers as needed.
Deliver consistent, professional communication that reflects The Davis & Green Way — caring, transparent, and customer-first.
Track daily and weekly membership activity (new sales, renewals, expirations, scheduled visits).
Communicate trends and feedback to the Marketing and Operations teams to improve the member experience.
Participate in CSR and technician meetings to share customer insights and strengthen cross-team collaboration.