#25-248 - Member Enrollment Specialist

The Member Enrollment Specialist is responsible for engaging prospective members and retaining existing members in our private fire subscription program. This role emphasizes outbound calling and conversion, introducing homeowners and businesses to the value of membership. It involves guiding them through the enrollment process or continuing their membership when appropriate, ensuring a positive impression of our service.

You’ll play a key role in expanding community coverage, supporting growth initiatives, and strengthening the foundation of our member engagement operation.

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Key Responsibilities

Outbound Sales & Retention

· Conduct high-volume outbound calls to existing members within assigned lists or service areas.

· Educate prospects on program benefits, coverage, and pricing options with accuracy and professionalism.

· Qualify leads, address objections, and complete new member enrollments or renewals

· Follow structured scripts and campaign objectives while personalizing conversations as appropriate.

CRM & Data Accuracy

· Record all interactions, outcomes, and next steps in the CRM system promptly and precisely.

· Maintain data integrity by updating member information, call results, and campaign notes.

· Provide feedback on recurring issues or trends that may improve targeting and messaging.

Campaign Execution

· Execute outbound campaigns designed by the Member Engagement Manager for new sign-ups, renewals, and win-backs.

· Collaborate with peers to meet team goals for outreach volume and conversion rates.

· Participate in QA reviews to continuously improve effectiveness and consistency.

Collaboration & Culture

· Contribute to a culture of professionalism, accountability, and community service.

· Attend team meetings, coaching sessions, and training on member communication and product updates.

· Serve as an ambassador for our mission.

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Qualifications

· 1–3 years of experience in outbound sales, customer engagement, or customer service roles.

· Excellent verbal communication, listening, and persuasion skills.

· Strong attention to detail and ability to follow structured workflows.

· Motivated by performance metrics and a team-oriented environment.

· Experience using CRM software similar to Salesforce.com preferred.

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Performance Metrics

· Daily call volume and contact rate.

· Lead-to-member conversion rate.

· CRM accuracy and follow-up compliance.

· Contribution to campaign goals and team success metrics.

· Quality assurance scores and member feedback