Customer Service Representative - Client & Membership Specialist
Posted Updated 6
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Description
Benefits:
- Bonus based on performance
- Competitive salary
- Health insurance
- Paid time off
- Training & development
- 401(k) matching
- Company parties
- Employee discounts
- Free uniforms
- Opportunity for advancement
- Vision insurance
Are you a people person who loves building relationships and hitting goals? Do you want a role where your ability to connect with people on the phone is rewarded, and where "dead time" is an opportunity to win back accounts and grow a community?
At LCS Heating and Cooling, we are proud to serve over 1,700 active maintenance members in the Indianapolis area. Our members are the lifeblood of our business. We are not looking for a passive receptionist to just answer the phone and take messages. We are looking for a high-energy Client & Membership Specialist to act as the voice of our company, protect our current membership base, and proactively drive its growth.
What You Will Do:
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First Impression Mastery: You are #1 on the phones for all incoming customer calls. Your mission is to deliver an exceptional experience, capture the customer's needs, and successfully book the call so our dispatcher can route it.
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Membership Retain & Renew: You will own our Service Titan membership dashboard. You’ll track which memberships are expiring each month, proactively reach out via phone, text, email and follow-up tabs, and ensure our clients stay protected and renewed.
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The Membership Campaigner: You will manage the schedule for our annual and semi-annual member tune-ups. This requires high-volume, strategic outbound calling campaigns to keep our 1,700+ members booked and happy.
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Growth Advocate: You will listen for opportunities on every single incoming call to educate non-members on the massive value of our maintenance programs, turning standard service calls into lifelong members.
What It Takes to Succeed
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Goal-Oriented Energy: You aren't looking for a passive desk job. You are motivated by numbers—whether that’s booking rate, renewal percentage, or new membership sign-ups.
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Phone Stamina & Grit: You love being on the phone. You can seamlessly switch from handling an incoming call to making 50+ outbound renewal and scheduling calls without losing your enthusiasm.
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Service Titan Savvy (or High Tech-Fluency): You have a strong eye for detail and data. Managing follow-up tabs, tracking customer history, and ensuring perfect data entry is second nature to you.
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Flawless Grammar & Communication: You will be sending follow-ups and representing our brand daily. Professional, clear, and error-free written and verbal communication is an absolute must.
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Resilience: You don't take "no" personally; you see a declined renewal as a puzzle to solve by communicating our value better.
What We Offer
- Competitive hourly base pay + performance bonuses.
- Comprehensive benefits package (Health, Retirement, Paid Time Off).
- A supportive, high-energy team culture where your role is highly valued, not buried in the background.
- Clear metrics and tracking tools via Service Titan.
- Consistent training and coaching.
How to Apply (READ CAREFULLY):
We are obsessive about details, grammar, and following processes because our client experience depends on it. To prove you have the attention to detail required for this role, please submit your resume along with a brief message.
In the very first line of your message, you must include the phrase: "I love growing relationships."
Please note: Applications that do not include this phrase, or those containing grammatical errors and misspellings, will not be reviewed.