Remote Lead Management & Appointment Setting Specialist

Job Description

Job Description

About the Role

We are seeking a highly organized, friendly, and proactive Remote Lead Management & Appointment Setting Specialist to support our Indy West Avon and Bargersville StretchLab studios with the possibility of expanding to a third one. This person will be responsible for calling, texting and email leads daily, converting prospects into scheduled introductory sessions, reactivating former members, and providing excellent customer service to current clients.

The ideal candidate is confident on the phone, strong at follow-up, and understands how to build rapport quickly. This role directly impacts studio revenue and member experience.

Key Responsibilities

Lead Management & Appointment Setting

• Call new leads within minutes of inquiry to schedule intro paid stretches.
• Respond to text messages via Loyal Snap and email via studio(s) emails
• Follow a structured lead follow-up cadence (call, text, email sequences).
• Manage the studio CRM/lead pipeline daily and keep all notes updated.
• Achieve weekly appointment-setting metrics (conversion %, booked intros, show rates).
• Reactivate “cold” leads by re-engaging with personalized outreach.
• Reschedule cancellations and recover missed appointments.

Customer Service

• Answer inbound customer calls when forwarded virtually from studios.
• Handle common questions related to memberships, pricing, sessions, schedules, etc.
• Assist with account holds, freezes, and basic troubleshooting via CRM.
• Provide studio updates, promotional information, and membership recommendations.
• Support members with a positive, energetic, and solutions-focused attitude.

Operational Support

• Work closely with studio GMs to align messaging and daily priorities.
• Keep communication tight via GroupMe/text/email for any issues or urgent updates.
• Report weekly KPIs: leads contacted, appointments booked, conversion rates, etc.
• Follow all scripts, brand guidelines, and customer service standards for StretchLab.
• Identify opportunities to improve lead flow, follow-up strategy, and retention.

·        Attend local community events (up to 4 per month) to support the flexologists on site

·        Be present in the studio to help with operations when the manager requires it

Requirements

• Previous 1-2 years experience in appointment setting, phone sales, lead management, or customer service (fitness industry preferred but not required).
• Strong phone presence — comfortable making 50–70 calls per day when needed.
• Flexibility to work afternoons/evenings and some weekends
• Excellent communication skills (clear, friendly, confident).
• Reliable high-speed internet, quiet work environment, and consistent availability.
• Ability to multitask and manage multiple studio pipelines at once.
• Experience with CRM software or willingness to learn quickly (Club Ready and Loyal Snap).
• Highly organized, self-motivated, and able to work independently.
• Positive energy, patience, and professionalism with every interaction.

Performance Expectations

• Consistently hit or exceed booking targets for intro sessions.
• Maintain high-quality customer interactions with a hospitality-driven approach.
• Respond to new leads within minutes whenever possible.
• Maintain detailed and accurate CRM notes.
• Always Represent the StretchLab brand with enthusiasm and professionalism.

Work Schedule

• Flexible, but must include peak lead times (late morning/evening blocks).
• Weekend availability is a plus.

Why Join Us?

• Work 80% remote and 20% on site
• Stable hourly pay
• Performance bonuses
• Opportunity to grow with a multi-studio StretchLab organization
• Supportive, energetic fitness & wellness environment