Membership Operations Coordinator

COOPER HEATING & COOLING INC•Broomfield, CO

17d•$57,784 - $57,784•Onsite

About The Position

Cooper Heating & Cooling is looking for a highly organized, analytical, and tech-savvy Maintenance Coordinator to oversee the administrative operations and performance of our Green Club Membership (GCM) program. The Green Club Membership program is a critical part of our business strategy and long-term customer relationships. This position serves as a key administrative partner to the Maintenance Manager and is responsible for evaluating program performance, identifying operational concerns, developing solutions, and providing leadership with the information and recommendations needed to make effective business decisions. This is not a traditional CSR, dispatcher, or administrative support position. The Maintenance Coordinator is expected to exercise independent judgment, establish priorities, investigate issues, recommend solutions, and continuously improve the systems and processes supporting the Green Club program. The position works closely with the Maintenance Manager and collaborates independently across Maintenance, Dispatch, Call Center, Marketing, and other departments.

Requirements

High level of analytical ability, business judgment, organization, and independent decision-making.
Strong Google Workspace skills, particularly Google Sheets.
Demonstrated ability to independently develop reporting systems, spreadsheets, dashboards, and analytical tools.
Experience using formulas, filters, conditional formatting, data validation, pivot tables, and data analysis.
Strong analytical and problem-solving abilities.
The ability to evaluate information, recognize significant issues, and determine appropriate courses of action.
The ability to make recommendations based on data, business needs, and operational priorities.
Strong organizational and project-management skills.
Excellent written and verbal communication.
Confidence communicating findings and recommendations to managers and department leaders.
The ability to independently investigate and resolve administrative and operational issues.
The ability to balance multiple competing priorities and determine which issues require immediate attention.
Strong cross-functional collaboration skills.
A proactive mindset and the ability to operate with limited day-to-day direction.
The ability to recognize patterns, evaluate their business impact, and recommend solutions.

Nice To Haves

Experience with ServiceTitan or another CRM/field-service management platform is strongly preferred.
Home-services or HVAC experience is helpful but not required for a candidate with strong analytical and business operations experience.

Responsibilities

Oversee the day-to-day administrative operations and health of the Green Club Membership program.
Evaluate active memberships, expirations, renewals, cancellations, maintenance completion, and other program activity to identify risks, opportunities, and priorities.
Independently investigate membership discrepancies, customer concerns, process breakdowns, and unresolved issues and determine appropriate next steps within established company guidelines.
Establish and adjust administrative priorities based on membership obligations, customer needs, seasonal demand, scheduling capacity, and business impact.
Evaluate upcoming and overdue maintenance obligations and recommend operational solutions to ensure membership commitments are fulfilled.
Identify deficiencies within Green Club processes and recommend changes to improve accuracy, retention, efficiency, and customer experience.
Serve as an administrative advisor to the Maintenance Manager by identifying issues requiring leadership attention and providing recommended solutions.
Coordinate across departments to resolve complex membership and operational issues.
Exercise independent judgment in determining when issues can be resolved directly and when they require escalation to management.
Recommend improvements to Green Club policies, procedures, workflows, and administrative systems.
Develop and maintain reporting systems used to evaluate Green Club membership and Maintenance department performance.
Analyze ServiceTitan data to identify trends, inconsistencies, operational risks, capacity concerns, and opportunities for improvement.
Determine which data and performance indicators require leadership attention and communicate significant findings to the Maintenance Manager.
Develop reports, dashboards, and analytical tools that support management decision-making.
Evaluate membership expiration, cancellation, scheduling, retention, and maintenance trends and recommend appropriate actions.
Identify emerging operational concerns before they become significant customer or business issues.
Develop and improve tracking systems and reporting processes as business needs evolve.
Ensure leadership receives accurate, relevant, and actionable information rather than simply raw data.
Make recommendations to leadership based on analysis of Green Club and Maintenance performance.
Evaluate seasonal maintenance demand and scheduling capacity and provide recommendations to the Maintenance Manager regarding upcoming operational needs.
Maintain and evaluate the Maintenance operational calendar, including AC maintenance, heating maintenance, boiler and humidification seasons, system changeovers, Green Club scheduling cycles, and other service peaks.
Identify administrative bottlenecks and develop solutions to improve workflow and customer follow-through.
Evaluate existing procedures and recommend process changes that improve efficiency, accuracy, and customer experience.
Collaborate with Maintenance leadership to implement approved process improvements.
Monitor the effectiveness of process changes and recommend additional adjustments when necessary.
Participate in planning discussions involving Green Club membership performance, maintenance capacity, customer retention, and operational priorities.
Serve as an operational connection between Maintenance and Marketing by translating customer, membership, and field information into actionable business insights.
Analyze Green Club customer feedback, membership questions, cancellation and non-renewal reasons, and customer preferences to identify meaningful trends.
Provide Marketing with recommendations and operational insights regarding Green Club communications, retention opportunities, seasonal messaging, and member benefits.
Evaluate seasonal and field trends, including recurring equipment concerns and changing customer needs.
Advise Marketing regarding scheduling capacity and operational considerations so promotional activity aligns with the department's ability to deliver services.
Identify customer experiences and field activity that may present opportunities for reviews, customer education, or marketing content.
Provide leadership and Marketing with accurate operational information regarding Green Club performance and customer trends.
Recommend opportunities to improve communication and engagement with Green Club members based on customer and operational data.