Customer Service/Inside Sales Representative

Department: Customer Experience Team
Location: Primarily Remote (Preference for candidates in Indianapolis, but open to fully remote)
Employment Type: Full-time
Reports To: Marketing and Customer Experience (CX) Manager

Position Snapshot: Are you a people-focused professional with a knack for building lasting relationships? As the Inside Sales Representative, you'll drive the growth and retention of the customer loyalty program, ensuring members receive outstanding value and service.

You'll manage everything from program promotions and renewals to benefit fulfillment and data analysis, all while working closely with marketing, sales, and service teams.

The ideal candidate is outgoing, empathetic, and detail-oriented, with strengths in customer engagement, problem-solving, and process management. A background in CRM platforms and a passion for delivering exceptional experiences is a big plus!

If you're ready to take ownership of a key role that directly impacts customer satisfaction and business growth, we'd love to hear from you!

Key Responsibilities:
Membership Growth and Sales: Develop and execute strategies to attract new members and retain existing ones.
Upsell memberships to current customers during service appointments and through outbound calls.
Identify and leverage opportunities to expand membership offerings, working closely with marketing and sales teams. Drive revenue through retention efforts and proactive outreach to past customers.
Customer Engagement and Retention: Serve as the primary point of contact for membership inquiries, ensuring quick and professional resolution of concerns.
Monitor membership expirations and lead renewal efforts to maintain high retention rates.
Implement engagement strategies, such as newsletters, benefit reminders, and exclusive member offers.
Develop strong customer relationships by providing ongoing education about membership benefits and features. Operational Excellence and Process Improvement: Maintain detailed records of membership accounts, renewals, and cancellations.
Analyze data to track trends, retention rates, and sales performance, providing reports to leadership.
Continuously refine membership workflows to improve efficiency and enhance the customer experience.
Collaborate across departments to ensure seamless delivery of membership benefits, such as priority scheduling and loyalty rewards.
Problem Resolution and Quality Assurance:
Address escalated customer issues with empathy and discernment, ensuring positive resolutions that build trust. Regularly gather and analyze member feedback to identify opportunities for improvement.
Partner with service, billing, and operations teams to resolve any discrepancies in member accounts or benefits. Market Analysis and Competitive Positioning: Conduct regular analysis of competitor membership programs and recommend enhancements to stay competitive.
Use insights to adjust pricing, benefits, and promotional offers, ensuring the program continues to meet member needs.
Qualifications and Skills:
Educational Background: Bachelor's degree in business administration, marketing, communications, or a related field (preferred but not required).
Relevant certifications (e.g., CRM software, customer service management) are a plus.
Professional Experience: 3 years of experience in customer service, sales, or membership/loyalty program management.
Experience in home services or similar industries is desirable.
Key Skills: Excellent interpersonal and communication skills, with a focus on empathy and relationship-building.
Ability to discern customer needs and align solutions accordingly.
Strong organizational and multitasking skills.
Sales and marketing acumen with a collaborative and inspiring approach.
Experience with CRM platforms (e.g., Salesforce, HubSpot, ServiceTitan).
Performance Metrics: Membership growth and sales. Retention and renewal rates.
Customer satisfaction and engagement scores.
Revenue contribution from memberships.
Process improvements and innovation.

Compensation and Benefits: $53k, PTO and employer-sponsored health insurance, Supplemental life insurance
Commission and bonus elligible based on sales annually