Membership Coordinator

South West Plumbing is hiring a Membership Coordinator!

Role Summary: South West Plumbing, Heating, Air and Electric is seeking a dedicated and customer-focused Membership Coordinator to support our fast-growing base of over 7,000 members. This in-office role is ideal for someone with strong phone-based customer service and outbound sales experience. The role includes resolving billing issues, answering escalated calls, and actively outbound calling both existing customers and cold-call lists to drive new membership growth and improve overall member satisfaction.

Benefits:

• Compensation $25.00 per hour + spiffs
• Monday - Friday 9:30am-6:00pm
• Get paid weekly! Every Friday is payday!
• 75% paid medical premiums including dental, vision and life insurance for you AND 50% for your family.
• 401K Plan with a 3% company match.
• 6 Paid holidays in addition to Paid Time Off.
• Uniforms, company phone and tablet provided!
• On-going technical and sales development training from the best in the business.

Key Responsibilities:

• Handle escalated membership-related calls with professionalism and urgency.
• Resolve monthly billing concerns, credit card issues, and membership inquiries with empathy and accuracy.
• Provide live phone support for more than two-thirds of the workday.
• Proactively make outbound calls to expired members, recent customers, and cold-call leads to promote and sell new memberships.
• Offer and clearly explain the benefits of membership to increase conversion and retention.
• Ensure all customer interactions and changes are accurately documented in our CRM system (ServiceTitan).
• Follow up on member satisfaction concerns and take initiative to improve engagement.
• Collaborate closely with the Call Center Manager and Customer Service team to support continuous improvement efforts.

Performance Expectations:

• Answer and resolve escalated calls promptly and professionally.
• Maintain accurate CRM records for every interaction.
• Contribute to overall membership growth and retention.
• Provide consistent, high-quality customer service to enhance member satisfaction.

• At least 2 years of experience in a phone-based customer service role.
• Strong verbal communication and problem-solving skills.
• Experience working in a CRM system; ServiceTitan experience is a plus.
• Proven ability to manage billing-related customer issues with professionalism and accuracy.
• Comfortable in a fast-paced, call-heavy environment.
• High attention to detail and strong follow-through on customer needs.