New Member Support Specialist

New Member Support Specialist

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:

• 13 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)

KidStrong is a private child development training center focused on brain, physical & character development for ages walking through 11 years old. KidStrong offers a science-based curriculum that is parent-focused and taught by professionals.

Our People:

- Want to work with great people

- Want personal and professional growth

- Want to make an impact

This franchise is independently owned and operated by a franchisee. Your application will go directly to the franchisee, and all hiring decisions will be made by the management of this franchisee. All inquiries about employment at this franchisee should be made directly to the franchise location, and not to KidStrong Corporate.