VIP Membership Concierge

PowerHouse Home Services – Fort Myers, Fl

Full-time | On-site | Customer Success / Membership Services

About PowerHouse Home Services

PowerHouse Home Services is a fast-growing, customer-focused electrical, HVAC, and plumbing company serving Southwest Florida. We’re known for delivering exceptional service, high-quality workmanship, and total home protection for our members.

We're building a first-of-its-kind VIP Membership Concierge role to deliver white-glove service to our maintenance plan customers. This person will become the dedicated point of contact for our members—building relationships, improving retention, and helping customers protect their homes year-round.

If you love creating exceptional customer experiences, developing long-term relationships, and managing details with precision… you’ll thrive here.

Position Overview

The VIP Membership Concierge is responsible for managing, retaining, and growing our membership customer base. You will serve as the personal liaison for our Home Protection Plan members—providing concierge-level support, proactive communication, appointment coordination, and membership renewals.

This role is ideal for someone who enjoys working with people, follows through relentlessly, and takes pride in being the reason customers stay loyal year after year.

Key Responsibilities

Membership Retention & Growth

• Serve as the dedicated relationship manager for all membership customers
• Proactively contact members for renewals, credit card updates, and expiring plans
• Manage membership upgrades, cross-service add-ons, and win-back opportunities
• Follow up after maintenance visits to ensure satisfaction and uncover additional needs

VIP Phone Line & Communication

• Manage the dedicated VIP Membership phone line
• Return all membership-related voicemails promptly
• Ensure members feel heard, supported, and prioritized
• Provide clear communication on upcoming maintenance visits, scheduling needs, or service recommendations

Customer Experience

• Call all new members within 24 hours to welcome them to the program
• Guide members on what to expect and how to utilize their benefits
• Track member satisfaction (NPS) and escalate issues when needed
• Coordinate with internal teams to ensure a seamless experience

Administration & Tracking

• Maintain accurate membership records and renewal dates
• Monitor membership churn and take action to reduce cancellations
• Produce weekly membership performance reports
• Collaborate with management to improve systems and customer experience

Qualifications

• Experience in customer service, account management, or client relations
• Strong communication skills—friendly, clear, and confident
• Highly organized with strong follow-through
• Comfortable making outbound calls
• Ability to build rapport and long-term relationships
• Tech-savvy and able to learn new software quickly (ServiceTitan experience a plus)
• Positive attitude and a passion for helping customers

What We Offer

• Competitive hourly pay + performance bonuses
• Health, dental, and vision benefits
• PTO and paid holidays
• Opportunities for advancement
• Supportive team environment
• The chance to build and lead a high-impact program from the ground up

Compensation

$45,000–$60,000 base salary + Monthly bonuses based on membership renewals, upgrades, and growth.

Who Will Succeed in This Role

• You genuinely enjoy talking to people
• You’re proactive and don’t let things fall through the cracks
• You care about delivering a remarkable customer experience
• You thrive in a growing company where your work is noticed and appreciated
• You want a position where you can build real relationships with customers

Apply Today

If you’re ready to join a company that values its customers and its team—and you want to be the voice and heartbeat of our membership program—we’d love to meet you.