What are the responsibilities and job description for the Membership Account Specialist position at HomeTown Services?
Summary:
The Membership Specialist is responsible for ensuring the growth, retention, and overall health of the company’s membership base. This role focuses on managing member accounts, supporting renewals, driving new enrollments, and providing a seamless customer experience that increases loyalty and long-term value.
Essential Functions & Responsibilities:
1. Membership Growth & Enrollment
· Educate customers on the benefits of membership and promote enrollment during service interactions.
· Process new membership sales accurately in Service Titan and confirm benefits are active.
· Support outbound campaigns designed to increase membership sales and conversions.
2. Retention & Renewal
· Monitor upcoming expirations and proactively contact members for renewal opportunities.
· Track cancellations, identify reasons, and implement save attempts to reduce attrition.
· Report membership retention metrics to leadership and recommend strategies for improvement.
3. Member Account Management
· Maintain accurate and updated membership records in Service Titan.
· Respond to member inquiries regarding benefits, billing, or service usage.
· Resolve membership-related errors, discrepancies, or escalations.
4. Communication & Customer Experience
· Serve as the primary point of contact for membership-related questions across branches.
· Partner with call center, branch staff, and dispatch to ensure customers receive the full value of their membership.
· Deliver a positive and professional experience in all customer interactions (phone, email, text).
5. Reporting & KPI Accountability
· Track membership sales, renewals, cancellations, and LTV (lifetime value).
· Provide weekly updates to leadership on trends and opportunities. Support the development of best practices, scripts, and process improvements.
When it comes to maintaining comfort, keeping the lights on and water flowing, no one can compete with hometown heroes. HomeTown Services is a residential services provider in the South Central U.S. that provides homeowners with the highest-quality heating, AC, plumbing, and electrical repair and replacement services.
