Now Hiring - Davis & Green Electrical - Membership Coordinator in Richmond, VA

Full description of the position

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.