Membership Program Coordinator

Emerge Electrical, Heating and Cooling keeps homes across Southwest Washington powered, warm, and cool. Our membership program is how we stay our customers' first call, with regular maintenance visits that catch small problems before they become expensive ones. We're looking for an organized, people-first coordinator to run that program day to day.

THE ROLE AT A GLANCE

• Reports to: General Manager

• Schedule: Part-time, 20 hours/week, weekdays

• Pay: $20–$30/hour, depending on experience

• Growth: Real path to full time for the right candidate

• Benefits: Paid vacation and sick leave now; full benefits package at full time

• Overtime: Hours over 40 in a week paid as overtime per Washington State law

ABOUT THE ROLE

You'll make sure every Emerge member is set up correctly, scheduled on time, billed accurately, and hearing from us regularly. You'll work in our customer management and scheduling system, and you'll be the friendly voice members hear from when it matters most, whether that's by phone, text, or email. You'll keep the membership program running smoothly, from a member's first day to every renewal.

WHAT YOU'LL DO

Set up new members

• Review newly booked service calls and enroll each customer in the right maintenance plan in our system.

• Confirm billing, visit schedules, and renewal dates are set correctly from day one.

• Coordinate weekly with our customer service team to make sure every new member is set up and nobody slips through the cracks.

Keep visits on the calendar

• Help new members book their next maintenance visit, and follow up with anyone who hasn't scheduled within a few days.

• Plan visit routes by area and open matching online appointment windows each month.

• Enter online bookings into our system the same day they come in.

• Reach out to members whose visits are coming due and still aren't scheduled.

Stay in touch with members

• Keep our automated email and text reminders running smoothly.

• Coordinate with our marketing lead on quarterly seasonal mailers and member campaigns, making sure they reach the right members on time.

• Partner with our marketing lead on our members-only newsletter, contributing member updates and helpful tips.

• Send small personal touches, like a note on a member's anniversary.

Keep memberships active

• Check daily for declined cards and reach out personally to help members update their payment.

• Make sure renewal notices go out on time, so no one is surprised by a charge.

• Walk members on older plans through moving to our current program.

Grow and protect the program

• Reach out to past customers about joining, and offer current members any coverage they don't have yet, so their whole home is protected.

• Prepare each member's annual value summary showing the visits and savings their membership delivered.

• Reach out to members who cancel or lapse to understand why and try to win them back.

WHAT YOU BRING

Must-haves

• 2+ years in customer service, scheduling, account management, or office coordination.

• A warm, confident communication style by phone, text, and email, including for conversations about payments and renewals.

• Strong organization: you follow every task through to done.

• Comfort learning business software, email and text tools, and spreadsheets.

• Clear, friendly writing for emails, texts, and newsletters.

• Discretion with customer account and payment information.

Nice-to-haves

• Experience with field-service, CRM, or scheduling software.

• A background in home services (HVAC, electrical, generators) or a membership program.

• Experience with email marketing, direct mail, or Canva.

• Familiarity with Lewis County and Southwest Washington.

SUCCESS AND ROOM TO GROW

You'll be great in this role when members feel looked after: new members are set up right from day one, their maintenance visits happen on time, and nobody is ever surprised by a renewal. It starts at 20 hours a week, with a real path to full time. As the program grows, so does the role, with more ownership of member outreach and retention for the right person.

WHY EMERGE

Local. Reliable. Powering What Matters. That's more than our tagline; it's how we run the business. We're a small, growing team, and we'd rather do the job right than do it fast. When a family's heat goes out in January or their power fails in a storm, we want to be the people they trust to show up and fix it.

That's where you come in. Our membership program is how we stay connected to the homes we serve between visits, and this role is at the heart of it. You won't be a name on an org chart here. Your work will be seen, your ideas will shape how the program grows, and you'll help a local company take care of its neighbors the right way.

Pay: $20.00 - $30.00 per hour

Expected hours: 20.0 per week

Benefits:

• Paid time off

Experience:

• Customer service: 2 years (Preferred)
• Communication skills: 2 years (Preferred)
• Organizational skills: 2 years (Preferred)
• Account management: 2 years (Preferred)
• CRM software: 2 years (Preferred)

Work Location: In person