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.