Club Specialist

Responsibilities

• Contact club members who have requested to cancel or are at risk of canceling their membership
• Identify and understand customer concerns through active listening and effective questioning
• Present membership benefits, service value, and customized solutions to encourage retention
• Use de-escalation techniques to address complaints, frustrations, and service-related concerns
• Handle objections professionally while maintaining a positive customer experience
• Collaborate with service, dispatch, customer service, and management teams to resolve customer issues
• Document customer interactions, retention efforts, and outcomes accurately within the CRM system
• Follow up with members to ensure concerns have been addressed and satisfaction has been restored
• Meet or exceed retention goals, customer satisfaction metrics, and performance standards
• Identify trends and recurring cancellation reasons and provide feedback to leadership
• Maintain a thorough understanding of club membership benefits, promotions, HVAC services, plumbing services, and company policies
• Support outbound customer engagement campaigns designed to increase member satisfaction and loyalty

Requirements

• High school diploma or equivalent
• Previous experience in customer retention, customer service, sales, collections, account management, or call center environments
• Strong verbal communication and active listening skills
• Excellent customer service and relationship-building abilities
• Ability to remain calm, empathetic, and professional when handling upset customers
• Confidence managing difficult conversations and overcoming objections
• Strong problem-solving, conflict-resolution, and negotiation skills
• Positive attitude with a solution-oriented mindset
• Comfortable working toward performance metrics, retention goals, and productivity standards
• Basic computer skills and proficiency navigating CRM platforms, phone systems, and Microsoft Office applications

Benefits

• Competitive base pay with bonus structure
• Medical, dental, and vision insurance
• 401(k) with company match
• Company paid life insurance
• Paid time off and holidays
• Company cookouts and team events
• Ongoing training and career advancement opportunities

About the Company

For more than 80 years, HELP has provided HVAC, plumbing, and electrical services to families throughout Cincinnati, Northern Kentucky, and Southeast Indiana.