Family Plan Membership Coordinator in Durham, North Carolina at Streamline Services Inc

The Family Plan Membership Coordinator is the primary relationship owner for our Family Plan members — from their welcome call through every renewal, service visit, and question that follows. You'll monitor our SmartCare/PremiereCare systems, coordinate service and Virtual Visits, and make sure every member feels like Streamline knows them and is looking out for their home.

This role sits at the intersection of Customer Experience, Operations, and Sales, and is the primary point of contact for anything membership-related.

What You'll Do

• Welcome & relationship building: Run welcome calls for new members, coordinate SmartCare sensor setup, schedule membership visits, and check in to make sure members are happy.
• SmartCare monitoring: Check the SmartAC dashboard daily, triage alerts, contact members within required response windows, and coordinate technician dispatch when needed.
• Member communication: Own the full outreach cadence — welcome, app check-ins, SmartCredit reminders, Virtual Visit outreach, monthly touchpoints, renewals, and at-risk member outreach.
• Renewals, retention & cancellations: Proactively reach out ahead of renewals, attempt to save 100% of inbound cancellation requests, and process cancellations accurately when they do happen.
• Billing support: Review billing reports, follow up on failed payments, and help members update account or payment info.
• Scheduling & coordination: Work with Dispatch, Care Center, technicians, and managers to schedule visits and make sure nothing falls through the cracks.
• Documentation: Keep ServiceTitan accurate and current — every interaction should be documented well enough that another teammate could pick up the relationship without missing a beat.
• Reporting: Track membership KPIs (touches, renewals, cancellations, retention) and flag trends or process improvements to leadership.

What We're Looking For

• Excellent phone and written communication — warm and personable, but also comfortable with difficult conversations (cancellations, billing issues, complaints)
• Strong organization and follow-through; you don't let commitments slip
• A proactive mindset — you reach out before members have to call you
• Comfortable learning and juggling multiple software systems (ServiceTitan, SmartAC)
• Ability to manage competing priorities independently

Preferred but not required:

• Experience in HVAC, plumbing, electrical, or another home services field
• ServiceTitan experience
• Background in membership, subscription, account management, or customer retention
• Experience tracking KPIs or performance metrics

What Success Looks Like

You'll know you're succeeding when members trust Streamline to take care of them and their home — renewals stay strong, follow-ups never slip, and you're bringing ideas back to leadership on how to make the program even better.

Physical Requirements

• Ability to sit for extended periods while working at a computer and phone
• Ability to use a computer keyboard, mouse, and phone system for the majority of the workday
• Occasional standing, walking, bending, or reaching
• Ability to occasionally lift up to 15 lbs (files, office supplies, etc.)
• Clear speech and hearing sufficient for extended phone-based communication with members and coworkers

Equal Opportunity Employer

Streamline Services, Inc. is an Equal Opportunity Employer. We consider all qualified applicants for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, age, disability, veteran status, or any other characteristic protected by applicable federal, state, or local law.