SUMMARY
The Member Retention Specialist is responsible for improving retention and engagement of Anthony Service Agreement Program (A.S.A.P.) members. This role analyzes customer data, identifies churn risks, develops proactive retention strategies, and collaborates across departments to enhance the value delivered to members throughout the lifecycle of their membership. The Member Retention Specialist treats retention as a continuous strategy focused on building long-term value through proactive engagement, education, and loyalty-building rather than reactive responses to cancellation attempts. Performance is measured and rewarded based on measurable results in membership retention, engagement, and program health.
Compensation: $24.00 per hour plus incentives
About the company:
At Anthony Plumbing, Heating, Cooling, and Electric, we have been hiring people that share our passion for helping customers feel right at home since 1951. If you have a passion for service and safety and desire a long-term career with growth and development opportunities, consider making Anthony your new home. We are the fastest-growing Plumbing, Heating, Cooling, and Electric company in the Kansas City Metro, and we pride ourselves in employing the “Technicians You Can TRUST With Your House Keys!”
OUTCOMES
- Retention: Achieve and maintain high annual membership retention rate (>85%).
- Retention: Reduce first-year membership churn to minimal levels (targeting <10-15%).
- Renewal: Maintain strong membership renewal rate.
- Engagement: Increase membership utilization/engagement (service usage and benefit redemption).
- Customer Satisfaction: Improve Customer NPS and Google review scores for A.S.A.P. members.
- Growth: Increase overall membership count month over month.
RESPONSIBILITIES
Proactively and at regular intervals pull and analyze customer data to identify churn risks and trends, including:
- Duration between membership purchase and next non-maintenance service job.
- Customer feedback from NPS surveys and Google reviews.
- Cancellation reasons and drivers of first-year membership losses.
- Membership utilization rate.
- Average customer revenue by membership tenure.
- Member response and engagement to seasonal outreach campaigns.
- Present data findings, red flags, and recommendations for program or process improvements to leadership.
- Develop and maintain standard statistics, dashboards, and measurements to monitor the health of the member customer base and track trends against benchmarks.
- Identify and directly resolve membership-related customer concerns without escalating to Client Care team where possible.
- Develop and deliver interactive, memorable, and repeatable training to office and field teams on membership retention topics, including communicating A.S.A.P. value, handling cancellation requests, saving at-risk members, converting service customers to members, and identifying potential churn risks.
- Develop and implement enhanced loyalty experiences for members (standard and VIP tiers), including value-added benefits, discounts, special events, loyalty rewards, and recognition programs to build brand loyalty.
- Partner with the Marketing Brand Manager on communications that highlight membership benefits and educate members on maximizing their A.S.A.P. value.
- Collaborate with trade managers (HVAC, Plumbing, Electrical, Sewer) to create and deliver video content educating members on system benefits and maintenance advantages within their homes.
- Own and manage the A.S.A.P. membership cancellation prevention and conservation process.
- Attend and represent the A.S.A.P. program at company-sponsored member feedback sessions.
- Represent Anthony PHCE at company-sponsored events for members or the public.
- Perform miscellaneous research, projects, clerical, and data entry tasks assigned by the Manager or Director of Customer Experience (operational support tasks assigned periodically but not core focus).
- Exercise decision-level authority up to $300 to extend refunds, credits, grant A.S.A.P. extensions, or issue Anthony Gift Certificates to resolve member concerns without additional approval.
QUALIFICATIONS
To perform this job successfully, an individual must be able to perform each essential duty satisfactorily. The requirements listed below are representative of the knowledge, skill, and/or ability required. Reasonable accommodation may be made to enable individuals with disabilities to perform the essential functions.
- Education/ Experience: High school diploma. Possess at least one (1) year of customer service or sales experience, preferably in a fast-paced inbound and outbound customer service function.
- Language Skills: Ability to read and interpret documents such as operating and maintenance instructions and procedure manuals. Ability to speak English clearly and with proper grammar and diction. Ability to write routine reports and correspondence. Ability to speak effectively before groups and/or co-workers of the organization.
- Mathematical Skills: Ability to add, subtract, multiply, and divide in all units of measure, using whole numbers, common fractions, and decimals. Ability to compute rate, ratio, and percentage and to draw and interpret bar graphs.
- Reasoning Ability: Ability to apply common sense understanding in written, oral, or diagram form. Ability to deal with problems involving several concrete variables in standardized situations. Able to apply common sense understanding in a variety of situations to assure customer satisfaction for both internal and external customers.
- Computer Skills: To perform this job successfully, an individual should have typing, Word, and Excel proficiency required. Knowledge of how to access and use the internet and have a good working knowledge of data entry (inventory) software, spreadsheet software, and word processing software. Microsoft Outlook experience is helpful. Phone system knowledge and experience required.
The physical demands described here are representative of those that must be met by an employee to successfully perform the essential functions of this job. Reasonable accommodation may be made to enable individuals with disabilities to perform the essential functions.
- Must be able to sit, reach, stoop, kneel, crouch, crawl, hear, talk, lift and/or maneuver up to 50 pounds, type and write.
The work environment characteristics described here are representative of those an employee encounters while performing the essential functions of this job. Reasonable accommodation may be made to enable individuals with disabilities to perform the essential functions.
- The warehouse and/or on job sites will work near energized parts and outdoor weather conditions.
- The warehouse can be cool or warm at times and/or can be above or below comfortable temperatures.
- The noise level in the work environment is usually moderate.
All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, national origin, age, disability, protected veteran status, pregnancy, sexual orientation, gender identity or expression, or any other reason prohibited by applicable law.
Job Type: Full-time
Pay: From $24.00 per hour
Benefits:
- 401(k)
- 401(k) matching
- Dental insurance
- Health insurance
- Paid time off
- Parental leave
- Vision insurance
Experience:
- customer service or sales : 1 year (Required)
Work Location: In person
