Membership Administration Specialist

We are hiring a Membership Administration Specialist in Calgary, AB!

Action Furnace is a residential HVAC company located in Alberta. Our focus is to continuously provide our customers with an exceptional experience pillared by integrity, teamwork, learning, teaching, and embracing change. We provide above average compensation, an amazing benefits plan, RRSPs, and the opportunity to grow within the company! We know that when our people are happy, so are our customers!

Reporting to the Membership Team Lead, the Membership Administration Specialist supports members by scheduling service appointments, managing membership plans, and handling inquiries through phone and text communication. This role ensures accurate maintenance of membership records and plays a key part in retention efforts by resolving concerns, updating payment information, and identifying opportunities to improve the member experience. Working closely with CSR’s and Dispatch, the Specialist helps ensure smooth service delivery and upholds the company’s commitment to outstanding member support.

Perks and Benefits to working at Action Furnace:

1. Competitive annual salary
2. Exceptional health and dental benefits
3. RRSP matching program
4. Health spending account
5. Employee assistance program
6. Life insurance

Responsibilities:

This position will include, but not be limited to the following:

Membership Administration:

1. Schedule membership service appointments.
2. Assist members with adjusting their membership plans based on their evolving needs or preferences.
3. Regularly carry out the administration of protection plans.

Member Experience:

1. Maintain a positive and welcoming relationship with members.
2. Handle inbound membership inquiries via phone and text.
3. Conduct inbound and outbound membership communications.
4. Maintain accurate records of all memberships, including renewal dates, contact information, and service history.
5. Manage tankless lease buyout.

Membership Retention and Receivables:

1. Address and resolve member concerns or questions about their memberships.
2. Proactively identify potential issues and reach out to members to offer solutions.
3. Engage with members who may be at risk of canceling their membership to offer retention solutions or incentives.
4. Identify trends and opportunities for retention improvement.
5. Update member payment information.
6. Contact members regarding outstanding payments.

Collaboration and Continuous Improvement:

1. Work closely with the Customer Service department to provide timely and efficient support to customers.
2. Work closely with the Dispatch team to ensure member services are scheduled effectively and in line with the company’s needs and objectives.

Qualifications Include:

1. 1-3 years of experience in an administrative role, preferably in a customer service/call center setting.
2. Strong communication and interpersonal skills.
3. Experience with payment collection and/or processing.
4. Proficient in Microsoft Word and Excel.
5. Service Titan experience is an asset.

Values:

1. Commitment to Teaching and Learning – Demonstrates ownership of work, ability to help others by encouraging, motivating, and coaching.
2. Integrity – Demonstrates ability to follow through on commitments – Do the right thing.
3. Embrace Change – Demonstrates a “can do” mentality and takes on an assertive approach to welcoming changes set out by the leadership team.
4. Team Player – Ability to work collaboratively with others to achieve company objectives.

We would love to see you join the Action Furnace team so if this sounds like an exciting opportunity for you, please do not hesitate in applying!

Action Furnace is committed to providing an accessible environment for all our employees. Candidates are encouraged to discuss any accommodation they may need.