New Member Support Specialist

<div class="benefits"> <div><strong>Benefits:</strong></div> <ul> <li>Employee discounts</li> <li>Flexible schedule</li> <li>Free uniforms</li> </ul> </div> <div class="trix-content"> <div>Role Overview<br><br>The New Member Support Specialist plays a critical role in centralizing and optimizing<br>lead management across multiple KidStrong centers. This position is responsible for<br>driving consistent follow-up, improving conversion rates, and supporting a predictable,<br>scalable sales pipeline. By managing key lead segments and guiding prospective<br>families through the enrollment journey, this role directly contributes to revenue growth<br>and overall customer experience.<br><br>New Member Inquiry Management & Engagement<br><br> Oversee multiple categories of new member inquiries across several centers<br> Manage a high volume of outbound communication and follow-up activities<br> Execute outbound call campaigns to engage and follow up with assigned new<br>member inquiries<br> Apply established communication workflows and best practices to effectively<br>nurture prospective members<br> Maintain accurate records, detailed notes, and follow-up actions within the CRM<br>system (GloFox)<br> Deliver timely, consistent, and professional communication across all interactions<br> Proactively guide inquiries through the pipeline, driving trial scheduling and<br>membership enrollment<br>Trial Class Coordination & Support<br> Qualify new member inquiries through thoughtful discovery, confirming<br>appropriate program fit based on age, readiness, and family expectations<br> Use a consultative approach to understand family goals and position the program<br>as a solution to their needs<br> Clearly and confidently communicate the value, structure, and benefits of the<br>KidStrong program<br> Schedule trial classes directly into center calendars, ensuring accuracy and<br>alignment with availability<br> Prepare families for their first class by setting clear expectations and reducing<br>uncertainty to improve attendance rates<br> Introduce membership options, pricing, and enrollment pathways in a clear,<br>transparent, and compelling manner<br> Execute timely post-trial follow-up to gather feedback, address questions, and<br>guide families toward enrollment decisions<br><br>Required Skills & Qualifications<br><br> Customer-Centric Communication: Strong verbal and written communication<br>skills with the ability to build rapport quickly with families via phone, text, and<br>email<br> Consultative Sales Skills: Ability to identify customer needs, present solutions<br>effectively, and guide prospects through decision-making with confidence and<br>professionalism<br> Relationship Building: Demonstrated ability to create trust and maintain<br>positive relationships with new members during the onboarding process<br> High-Volume Outreach Experience: Comfort managing a high volume of<br>outbound and inbound communications while maintaining quality and<br>responsiveness<br> Organization & Time Management: Strong ability to prioritize tasks, manage<br>follow-ups, and maintain attention to detail across multiple centers or workflows<br> CRM Proficiency: Experience using customer relationship management<br>systems (e.g., GloFox, Salesforce, HubSpot) to track interactions, manage<br>pipelines, and ensure accountability<br> Problem-Solving & Objection Handling: Ability to address questions,<br>overcome concerns, and provide solutions that align with customer needs and<br>company offerings<br> Adaptability & Multitasking: Comfortable working in a fast-paced environment<br>and balancing multiple conversations, schedules, and priorities simultaneously<br> Technology & Communication Tools: Familiarity with text-based<br>communication platforms (e.g., Podium) and scheduling systems<br> Team Collaboration: Ability to work cross-functionally with center staff, coaches,<br>and leadership to ensure seamless member experience<br>Preferred Qualifications<br> 1–3 years of experience in sales, customer success, or member services<br>(fitness, youth programs, or service-based industries preferred)<br> Experience in outbound calling, appointment setting, or lead conversion roles<br> Background in working with families, children’s programs, or community-based<br>services<br> Proven track record of meeting or exceeding performance metrics (e.g.,<br>bookings, conversions, retention)</div> </div>