Membership Coordinator

About Us:

Hawkins Service Company is a leading home services company specializing in HVAC, Electrical, Pool Equipment Repair, and Plumbing services in the Tampa Bay Area. We are a reputable service company dedicated to providing top-quality home services to residential and commercial clients. With a focus on professionalism, reliability, and customer satisfaction, we take pride in our teams of skilled home service members who deliver exceptional results.

Position Summary

The Membership Coordinator is a critical liaison between the company and its maintenance plan members. This role is responsible for the entire life cycle of residential service agreements, from enrollment and activation to renewal and recovery. The coordinator ensures a seamless member experience, maintains accurate records, and provides prompt, professional communication with customers and internal teams.

Key Responsibilities

• Membership Management & Onboarding: Create new memberships, verify activation/expiration dates, and accurately enter customer and equipment details (e.g., filter sizes, special requirements) into the CRM or service management software.
• Scheduling & Coordination: Set initial and ongoing maintenance visit schedules. Coordinate with the dispatch team and field technicians to ensure timely service delivery and resolve any membership-related issues in real-time.
• Billing & Payments: Generate and manage recurring billing for monthly and annual memberships. Track and recover failed or expired payments and process payments accurately.
• Retention & Recovery: Proactively contact clients with expiring memberships or failed payments via phone, text, and email. Handle cancellation requests, record reasons, and lead outreach efforts to retain members.
• Customer Service: Serve as a primary point of contact for members, addressing inquiries, resolving complaints, and ensuring professional and friendly customer experience.
• Data Accuracy & Reporting: Maintain the membership database with precision, run reports on membership growth and engagement, and ensure all documentation requirements are met.
• Sales Support: Assist the sales team with service agreement executions and help promote membership programs to new and existing clients during post-appointment follow-ups.

Qualifications & Skills

• Experience: A minimum of 1 year experience in customer service, administrative, or office support role, preferably within the Mechanical or Home Services Industry.
• Communication: Excellent verbal and written communication skills, with a professional and friendly demeanor.
• Technical Proficiency: Strong computer skills are essential, including proficiency in Microsoft Office Suite (Excel, Outlook) and experience with CRM or field service management software (e.g., Service Titan).
• Organizational Skills: Strong attention to detail, the ability to multitask, and excellent time management skills in a fast-paced environment.
• Problem-Solving: A customer-oriented mindset with the ability to think critically and solve issues independently or in collaboration with the team.
• Education: A high school diploma or GED equivalent is required; an associate or bachelor’s degree in business or marketing is a plus.

Work Environment

This is typically a full-time, on-site position in an office environment, collaborating closely with administrative staff, sales, and field technicians. Some roles may require occasional overtime during peak seasons.