Job Description
Job Description
About the Role: In this role, the Membership Specialist will be responsible for promoting and selling our MVP (McVay Value Plan) membership plans to potential customers and retaining our current standing members through renewal activities. Your primary goal will be to educate clients on the benefits of our services, build relationships, and drive membership database growth.
Why You’ll Want to Work Here:
- Performance pay directly tied to results – You deliver for us, we deliver for you
- Benefits you will use – Full medical, dental, and vision packages including fully employer paid options
- Secure your financial future – 401(k) with company match
- We invest in your future – ongoing training that directly results into bigger career opportunities combined with continuous education stipends
Membership Specialist Key Responsibilities:
New Membership Sales
- Engage with potential customers through various channels, including phone calls and online platforms.
- Present and explain membership options and benefits to prospective clients.
- Identify customer needs and recommend appropriate membership services to meet those needs.
- Follow up with leads and maintain a robust new membership sales pipeline.
- Provide exceptional customer service and support throughout the new sales membership process.
- Collaborate with marketing teams to develop promotional strategies and materials.
- Maintain accurate records of sales activities and customer interactions in the CRM system.
- Stay updated on industry trends, competitor offerings, and changes in home services.
- Educate and encourage coworkers on how to best grow our membership base.
Membership Retention
- Reach out to current members to assess their satisfaction and book reoccurring services owed annually.
- Identify potential issues and address them promptly to enhance customer loyalty.
- Provide information about new services, promotions, and benefits to existing members.
- Conduct exit interviews with members who choose to cancel their memberships to understand their reasons and gather insights for improvement.
- Collaborate with the sales and customer service teams to ensure a seamless experience for members.
- Create and maintain positive relationships with members through regular communication and follow-ups.
- Track and report on retention metrics sustaining a +80% retention rate annually.
- All other duties as assigned.
Membership Specialist Qualifications:
- Previous sales experience, preferably in home services, memberships, or related fields.
- Previous experience in customer service, retention, or account management, preferably in a subscription or membership-based business.
- Problem-solving capabilities and a proactive approach to customer care.
- Strong phone sales experience.
- Excellent communication and interpersonal skills.
- Continuous improvement and results-driven mindset.
- Ability to work independently and as part of a team.
- Proficient in using CRM software and Microsoft Office Suite.
- High school diploma or equivalent.
Membership Specialist Interpersonal Qualifications:
- Customer service focus and mindset, putting our employees and Partners first, with excellent ability to communicate and develop relationships.
- Exceptional problem-solving and conflict resolution abilities to improve things both big and small.
- Highly organized, ability to act quickly while still having attention to detail.
- Hold yourself to a higher standard and exhibit a high level of integrity.
Membership Specialist Preferred Qualifications:
- 3+ years of experience in customer escalations and de-escalating.
- Experience with Service Titan software.
McVay Plumbing, Heating & Cooling is a leading provider of home service solutions committed to delivering top-quality services to residential and commercial clients. With a reputation for excellence and customer satisfaction, we take pride in our skilled team and innovative approach to heating, ventilation, and air conditioning installations. We are an expanding organization looking for motivated, reliable candidates to join our team.
McVay Plumbing, Heating & Cooling is an equal opportunity employer, considering all applicants for employment regardless of race, color, religion, sex, gender identity, pregnancy, national origin, ancestry, citizenship, age, marital status, physical disability, sexual orientation, genetic information, or any other characteristic protected by state of federal law.