JOIN OUR CUSTOMER SUCCESS TEAM - LEAD NURTURE CONVERSION SPECIALIST

Customer Success Specialist

Are you ready to take on a pivotal role on our team and helping transform prospective clients into loyal and raving fans in our community? This is not just a customer service role; it's a position for someone with the hunger to make a tangible impact on the client journey, while creating personal, meaningful connections. Our thriving F45 studio is on the lookout for an enthusiastic, high-energy Customer Success Specialist to join our team! We need someone who loves building relationships, thrives in fast-paced environments, and is passionate about helping people begin their fitness journey. If you're all about crushing KPIs and embodying our core value, Speed is King, then this is the role for you!

At F45 Cross Trails, our mission is clear: inspire change and build a healthier, happier community. We believe that through superior programs and steadfast support, we can help people achieve their fitness goals, sparking a wave of positive change throughout our community.

Our Core Values

• Do the Boring Work: We go above and beyond to offer exceptional customer service. We do what others won't to ensure we get it right, every time.
• Speed is King: We move fast and don't wait for perfection. Taking action today is better than waiting for tomorrow.
• Be Your Own Boss: We hold ourselves accountable, manage our time well, and always strive to make the team stronger.
• Grow or Die: We believe in constant learning, growing, and improving. Standing still is not an option.
• Don't Sugarcoat It: We value truth and transparency, even when it's uncomfortable, because honesty leads to growth.
• Have Humility: We put the team first and never let ego get in the way of progress.
• Underpromise & Over Deliver: We aim to exceed expectations and provide exceptional value in all we do.

About the Position Roles

As a Lead Nurture Specialist, you are the first point of contact for prospective clients, setting the tone for their journey with F45 Cross Trails. You are responsible for making leads feel valued, excited, and ready to experience what we have to offer. Your goal is to drive lead conversion by consistently hitting KPIs for scheduling and ensuring a high show rate for appointments. You'll play a key role in growing our community by nurturing relationships with potential clients and delivering outstanding service every step of the way.

• Convert leads into scheduled consultations.
• Serve as the first point of contact for leads and inquiries.
• Engage potential members through phone, text, and email to maintain excitement and encourage attendance.
• Represent F45 Cross Trails with enthusiasm and professionalism, showcasing the brand's core values and mission.
• Respond to leads quickly and efficiently, embodying the Speed is King value.

Responsibilities

Your day-to-day will be all about taking action, keeping momentum, and following up with precision. As the key to driving our lead nurture process, you'll focus on the following responsibilities:

• Lead Conversion: Schedule consultations, trials, and sessions for prospective members while following up to maximize schedule and show rates.
• Lead Follow-up: Respond to new inquiries and leads within minutes, maintaining a high touchpoint interaction rate to keep them engaged.
• Communication: Maintain a friendly, professional, and prompt communication style over multiple channels (phone, email, text, Instagram, Facebook).
• Tracking & Reporting: Log all communication with leads and manage the pipeline, updating statuses to reflect progress.
• Promotions: Engage with leads about ongoing promotions, challenges, or events to pique interest and build excitement.
• Collaboration: Work closely with the sales and marketing teams to ensure smooth transitions and clear communication between departments.
• Problem Solving: Troubleshoot any lead concerns or scheduling conflicts to ensure a seamless experience.
• KPIs: Meet or exceed targets related to lead conversion, show rates, and scheduling goals.

Requirements

To thrive in this role, you'll need to embody a results-driven, customer-first mindset while operating in a fast-paced environment. We're looking for someone who can balance efficiency with personalized service.

• Energy & Enthusiasm: You bring high energy and positivity to every interaction.
• Customer Service Focus: You love helping others and making people feel special, from your first contact with a lead to their first class.
• Speed: You embrace our core value of Speed is King and are always quick to respond and follow up.
• Organization: You're great at managing multiple leads and conversations, keeping everything organized and up to date in the CRM.
• Professionalism: You are punctual, dependable, and always professional in your communication.
• Tech-Savvy: (Preferred) Experience using GoHighLevel, Google Sheets, and other lead management tools.
• Team Player: You thrive in a team-oriented environment and collaborate well across departments.
• Goal-Oriented: You're motivated by hitting and exceeding performance goals.

Results

We measure success in this role through quantifiable key performance indicators (KPIs) that demonstrate your impact on our business.

• Schedule Rate: Maintain a high schedule rate of leads to scheduled classes, consultations, or trials.
• Show Rate: Ensure a high percentage of leads show up for their scheduled appointments.
• Response Time: Demonstrate fast response times to new inquiries (ideally within minutes).
• Retention: Contribute to the retention of leads by providing an outstanding pre-membership experience.
• Client Excitement: Increase excitement around promotions and challenges, with leads becoming engaged and showing interest in future offers.
• Referral Growth: Turn leads into members who refer their friends and family.

About You

• You're someone who is passionate about health & fitness
• You're a team player, yet hold yourself accountable like a boss.
• You're punctual, dependable, and always find a way to go the extra mile.
• You live for hitting KPIs and take pride in helping people take that first step into the gym.
• You're a customer service wizardhigh-energy, personable, and quick on your feet.
• You thrive in a fast-paced environment and know how to keep the momentum going.
• You're a communication pro, equally comfortable on the phone, through text, or via email.

Location

• Remote with hybrid model needs - on-site in Round Rock if and when needed

Availability

• Must be willing to work on weekends
• Must be flexible to work additional hours

Compensation

Salary will be based on experience and ability to meet performance expectations. We place significant emphasis on hitting key performance indicators (KPIs) related to scheduling, show, client engagement, and conversions. Your salary will be reviewed regularly and has the potential to consistently increase based on performance and your success in meeting or exceeding KPIs. This role rewards those who are driven, consistently achieve results, and contribute to the growth of our team and business. If you're motivated by results, this is the position for you!

Benefits

• Included F45 membership & employee pricing on supplements
• You'll have the opportunity to grow within our team as we expand. We believe in promoting from within, and your success in this role can lead to further leadership and admin opportunities in the future.

Do Not Apply If You

• Have an ego bigger