Outreach Coordinator

Outreach Coordinator — SPENGA Ann Arbor

Part-time | Hybrid | Starting at $20/hour plus commission eligibility

SPENGA Ann Arbor is hiring an Outreach Coordinator to help people take the first step toward their fitness goals and stay connected throughout their membership.

You will manage outbound phone, text, and email communications with leads, prospects, and current members using our customer relationship management system (CRM). Your primary focus will be responding quickly to new inquiries, understanding each person’s goals, scheduling first sessions, and following through to help people attend.

This role involves substantial phone outreach. You should enjoy starting conversations, asking thoughtful questions, addressing concerns, and helping someone commit to a next step.

About the Role

You will work closely with studio leadership to manage daily CRM communications, nurture prospective members, and support current-member engagement. Most work can be completed from home, with required in-studio training in Ann Arbor and occasional onsite coordination.

Training, scripts, and a communications playbook will be provided. We also expect you to use judgment, adapt conversations to the individual, and recommend improvements based on what you learn. You will have opportunities to test approved changes and track whether they improve results.

Responsibilities

• Respond promptly to new leads through phone calls, SMS, and email during scheduled coverage.

• Conduct intake conversations to understand fitness goals, current routines, scheduling needs, and concerns about getting started.

• Qualify prospects and help them choose and book an appropriate first session.

• Manage first-visit bookings within the studio’s limit of two first-time visitors per session, coordinating alternatives when needed.

• Send reminders, answer pre-visit questions, and follow up with cancellations and no-shows to encourage rescheduling.

• Nurture undecided prospects and re-engage older leads through consistent, personalized follow-up.

• Check in with current members and handle CRM-directed reminders, notifications, and engagement outreach.

• Track introductory plans and present approved ongoing membership offers at the appropriate time.

• Maintain accurate CRM notes, contact outcomes, appointment details, and next steps so studio staff can continue conversations smoothly.

• Complete required daily CRM communications and flag workload or scheduling issues before follow-ups are missed.

• Track outreach results and work with leadership to improve response times, first-visit bookings, attendance, and membership conversion.

• Follow communication preferences, opt-out requests, and studio policies.

• Support outreach to local businesses about partnerships and workplace wellness opportunities, scheduling interested contacts directly with the owner.

How Success Is Measured

Your performance will be evaluated through clear targets established during onboarding, including:

• Speed to lead: How quickly you make a first contact attempt during scheduled coverage.

• Lead-to-first-visit conversion: How effectively you help leads progress to an attended first session.

• First-visit show rate: The percentage of scheduled prospects who attend.

• Follow-up completion: Timely completion of required CRM tasks and accurate documentation.

• Membership continuation and engagement: Results from introductory-plan follow-ups and member check-ins.

We value productive conversations and consistent follow-through. Activity levels will be reviewed alongside results to identify what is working and where support is needed.

Qualifications

• Strong phone communication skills and confidence making frequent outbound calls.

• Ability to listen carefully, build rapport, and guide a conversation toward a clear next step.

• Clear, professional writing for texts, emails, and CRM notes.

• Strong organization and reliable follow-through across multiple conversations.

• Comfort learning CRM systems and working across digital communication tools.

• Ability to work independently from home and manage an agreed outreach schedule.

• Willingness to receive coaching, practice conversations, and use performance data to improve.

• Reliable internet access and a quiet environment suitable for professional calls.

• Ability to attend required in-studio training in Ann Arbor.

Preferred Experience

Experience in any of the following is a plus:

• Call center or outbound customer service.

• Appointment setting, lead qualification, or inside sales.

• Membership sales, closing, or customer retention.

• CRM-based phone, SMS, and email follow-up.

• Fitness, wellness, hospitality, or another relationship-focused service business.

• Business-to-business outreach or partnership appointment setting.

Compensation

Starting pay is $20 per hour , with eligibility for ongoing, recurring (“perpetual”) commissions when established KPI targets are met . Qualifying sales, commission rates, payment duration, and eligibility conditions will be outlined in the written commission plan.

Training and required work time are paid.

Schedule and Work Location

This is a part-time, hybrid position, initially averaging approximately 20 hours per week, Monday through Friday .

Scheduling is flexible within agreed coverage blocks. Because outreach must take place at reasonable times for clients, expect most work to occur between 8 a.m. and 8 p.m. Eastern Time . This is the scheduling window, not an expectation to remain available for all 12 hours.

The daily goal is to complete required CRM communications within scheduled, paid hours. You will coordinate priorities and any additional time needed with studio leadership.

Why Join SPENGA?

SPENGA combines spin, strength, and yoga in one fitness experience. You will help people who may be nervous, unsure where to begin, or struggling to make time for themselves feel comfortable taking that first step.

If you enjoy phone conversations, take pride in following through, and want your work to have a measurable impact on the local fitness community, we would love to hear from you.