What are the responsibilities and job description for the Membership Coordinator position at Davis & Green, Inc.?
Membership Coordinator – Davis & Green
Overview
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.
Key Responsibilities
Customer Engagement & Outbound Communication
- 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.
Membership Management
- 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.
Customer Experience
- 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.
Reporting & Collaboration
- 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.
Qualifications
- 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.
Success Looks Like
- Every new member receives a warm welcome and clear understanding of their benefits.
- Seasonal tune-ups and visits are consistently scheduled and completed on time.
- Renewal rates and customer satisfaction steadily increase month over month.
- Calls, texts, and emails are timely, professional, and reflect The Davis & Green Way.
Salary : $22 - $25