Plan Retention Specialist

Job Description

Job Description

A GREAT CUSTOMER EXPERIENCE DOESN’T END AFTER THE SALE.

We’re looking for someone who enjoys helping people, solving problems, and building lasting customer relationships.

As a Plan Membership Specialist, you’ll help our customers get the most out of their membership plans by keeping accounts up to date, answering questions, and working with customers who may be considering canceling. You’ll listen to their concerns, explore available options, and help them find a solution that works.

You’ll also lend a hand with incoming customer calls during our busy seasons, making this a great opportunity for someone who enjoys variety and being part of a team.

If you’re organized, driven, personable, and the type of person who says “I’ve got this,” we’d love to meet you!

We are One Hour Heating & Air Conditioning, Benjamin Franklin Plumbing, and Mister Sparky Electric —providing homeowners with a one-stop solution for their heating, air conditioning, plumbing, and electrical needs.

Our business is built around people. We believe in doing things the right way, taking ownership, and creating exceptional customer experiences.

Our core values guide everything we do:

• Drive – We pursue growth and constantly look for ways to improve.
• Empathy – We listen, understand, and put ourselves in the customer’s shoes.
• Professionalism – We communicate and treat others with respect and integrity.
• Gratitude – We choose optimism and appreciate our customers and our team.

• Taking Care of Our Members: Help customers understand their membership benefits, answer questions, and make updates to their accounts.
• Keeping Accounts Current: Follow up on past-due payments, communicate with customers about billing concerns, and help resolve account issues.
• Building Customer Relationships: Reach out to customers who are considering canceling, listen to their concerns, and discuss available options to help them maintain their membership.
• Staying Organized: Keep customer information accurate, track follow-ups, and make sure important details don’t fall through the cracks.
• Supporting the Team: Assist with incoming customer calls and scheduling during busy seasons when additional call center support is needed.
• Finding Solutions: Approach challenges with a positive attitude and look for ways to create a better experience for our customers.

You enjoy working with people and know how to turn a frustrating situation into a positive experience. You’re comfortable having conversations about billing or cancellations, and you understand the importance of listening before offering a solution.

You’re organized, dependable, and able to manage multiple priorities without losing track of the details. You take pride in following through, communicating clearly, and helping customers feel valued.

Experience in customer service, call centers, billing, account management, or customer retention is a plus, but it’s not required. We’re happy to train the right person who brings a great attitude, strong communication skills, and a willingness to learn.

Most importantly, you want to make a difference and be part of a team that supports one another.

• Full-time position, 40 hours per week
• A supportive team that cares about your success
• Health insurance (PPO)
• 401(k) with company match
• 7 paid holidays
• Starting at 2 weeks of paid time off
• Employee discount

We know a job posting can only tell you so much. We’d love the opportunity to talk, answer your questions, and give you a better feel for our team and what we do.

Apply today! If it looks like we could be a good fit for one another, we’ll set up a conversation and take it from there.