Membership Administrator

Apex- Membership Administrator

The Membership Administrator manages customer interactions related to membership and warranty plans while overseeing renewal and retention performance by brand. The role leverages key metrics and customer signals to identify risks, prioritize action items, and execute strategies that support sustained membership retention and growth.

ESSENTIAL JOB FUNCTIONS

● Owns and maintains the membership performance dashboard for each brand, tracking key metrics including new memberships, renewals, expired memberships, cancellations (churn), and total active memberships.

● Tracks YoY membership growth performance for each brand, monitoring total membership counts and contributing to strategies that support sustained growth.

● Regularly reviews new, expired, and canceled membership activity to identify root causes, flag anomalies, and recommend process or communication improvements.

● Ensures all new memberships are processed accurately and confirmed within one (1) business day of receipt, including verification that all customers welcome and confirmation communications are functioning properly.

● Maintains accurate and complete membership records, including agreement type, coverage period, pricing, billing and payment information, and associated equipment.

● Owns membership renewal and retention performance, ensuring renewal rates consistently meet or exceed company goals.

● Owns membership revenue performance, ensuring revenue goals consistently meet or exceed company objectives.

● Monitors, tracks, and owns key membership metrics by brand, including renewal rates, save rates, churn indicators, and revenue performance; identifies trends, risk signals, and opportunities and drives timely action items.

● Delivers excellent customer service, ensuring customer satisfaction meets or exceeds established service standards.

● Monitors and manages membership-related customer chats across all brands, ensuring accurate information, timely responses, and consistent customer experience.

● Reviews and monitor reports identifying technician or CSR membership enrollment errors; makes necessary corrections to ensure accurate billing, payments, and coverage.

● Demonstrates thorough understanding of membership and warranty plan terms, coverage, pricing, and policies; clearly explains and answers customer inquiries.

● Proactively reviews memberships monthly ahead of auto-renewal dates and updates membership type, payment terms, and pricing when appropriate to align with current offerings.

● Creates, manages, and documents customer communications related to price increases or changes to terms and conditions, utilizing company systems to ensure efficiency, compliance, and proper recordkeeping.

● Contact customers who have not renewed their membership to gather feedback on non-renewal reasons and attempts to save and renew memberships when possible.

● Attendance and punctuality are essential functions of the position (see Employee Handbook for details.)

● Other duties as assigned.

KNOWLEDGE AND SKILLS

· Strong customer service and retention-focused skill set, with the ability to handle challenging customer situations professionally.

· High school diploma or GED required

· Ability to multitask effectively in a fast-paced, changing, and dynamic environment while remaining organized and detail-oriented.

· Strong verbal and written communication skills, with the ability to explain complex terms and policies in clear, understandable language.

· Previous customer service or membership support experience is highly desirable.

· Ability to work independently with minimal supervision while managing multiple priorities and deadlines.

· Strong problem-solving, analytical, and decision-making skills, including the ability to interpret data and performance signals.

· Proven ability to work cooperatively and effectively with coworkers, leadership, and cross-functional partners.

· Excellent grammar, spelling, and documentation skills.

· Ability to read, interpret, and explain membership agreements, warranty documents, company policies, and procedures.

· Strong computer proficiency, including Microsoft Office applications and customer management systems.

PHYSICAL DEMANDS AND ENVIRONMENTAL FACTORS

· This position requires prolonged periods of sitting and frequent use of hands and fingers to operate a computer keyboard, mouse, and other office equipment.

· The employee must be able to reach, hear, and see to effectively perform essential job duties.

· Specific vision abilities required include close vision for reviewing electronic documents, data entry, and computer-based tasks.

· Work is performed in a standard professional office environment with typical office equipment and conditions.