Role OverviewThe New Member Support Specialist plays a critical role in centralizing and optimizinglead management across multiple KidStrong centers. This position is responsible fordriving consistent follow-up, improving conversion rates, and supporting a predictable,scalable sales pipeline. By managing key lead segments and guiding prospectivefamilies through the enrollment journey, this role directly contributes to revenue growthand overall customer experience.New Member Inquiry Management & Engagement Oversee multiple categories of new member inquiries across several centers Manage a high volume of outbound communication and follow-up activities Execute outbound call campaigns to engage and follow up with assigned newmember inquiries Apply established communication workflows and best practices to effectivelynurture prospective members Maintain accurate records, detailed notes, and follow-up actions within the CRMsystem (GloFox) Deliver timely, consistent, and professional communication across all interactions Proactively guide inquiries through the pipeline, driving trial scheduling andmembership enrollmentTrial Class Coordination & Support Qualify new member inquiries through thoughtful discovery, confirmingappropriate program fit based on age, readiness, and family expectations Use a consultative approach to understand family goals and position the programas a solution to their needs Clearly and confidently communicate the value, structure, and benefits of theKidStrong program Schedule trial classes directly into center calendars, ensuring accuracy andalignment with availability Prepare families for their first class by setting clear expectations and reducinguncertainty to improve attendance rates Introduce membership options, pricing, and enrollment pathways in a clear,transparent, and compelling manner Execute timely post-trial follow-up to gather feedback, address questions, andguide families toward enrollment decisionsRequired Skills & Qualifications Customer-Centric Communication: Strong verbal and written communicationskills with the ability to build rapport quickly with families via phone, text, andemail Consultative Sales Skills: Ability to identify customer needs, present solutionseffectively, and guide prospects through decision-making with confidence andprofessionalism Relationship Building: Demonstrated ability to create trust and maintainpositive relationships with new members during the onboarding process High-Volume Outreach Experience: Comfort managing a high volume ofoutbound and inbound communications while maintaining quality andresponsiveness Organization & Time Management: Strong ability to prioritize tasks, managefollow-ups, and maintain attention to detail across multiple centers or workflows CRM Proficiency: Experience using customer relationship managementsystems (e.g., GloFox, Salesforce, HubSpot) to track interactions, managepipelines, and ensure accountability Problem-Solving & Objection Handling: Ability to address questions,overcome concerns, and provide solutions that align with customer needs andcompany offerings Adaptability & Multitasking: Comfortable working in a fast-paced environmentand balancing multiple conversations, schedules, and priorities simultaneously Technology & Communication Tools: Familiarity with text-basedcommunication platforms (e.g., Podium) and scheduling systems Team Collaboration: Ability to work cross-functionally with center staff, coaches,and leadership to ensure seamless member experiencePreferred Qualifications 1–3 years of experience in sales, customer success, or member services(fitness, youth programs, or service-based industries preferred) Experience in outbound calling, appointment setting, or lead conversion roles Background in working with families, children’s programs, or community-basedservices Proven track record of meeting or exceeding performance metrics (e.g.,bookings, conversions, retention)