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