Club Specialist

Job Overview:

We are seeking a customer-focused and results-driven Club 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 lunches 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.

 

#FTP