New Member Support Specialist

KidStrong Northeast Florida•Jacksonville, FL

20h•Onsite

About The Position

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.

Requirements

Strong verbal and written communication skills with the ability to build rapport quickly with families via phone, text, and email
Ability to identify customer needs, present solutions effectively, and guide prospects through decision-making with confidence and professionalism
Demonstrated ability to create trust and maintain positive relationships with new members during the onboarding process
Comfort managing a high volume of outbound and inbound communications while maintaining quality and responsiveness
Strong ability to prioritize tasks, manage follow-ups, and maintain attention to detail across multiple centers or workflows
Experience using customer relationship management systems (e.g., GloFox, Salesforce, HubSpot) to track interactions, manage pipelines, and ensure accountability
Ability to address questions, overcome concerns, and provide solutions that align with customer needs and company offerings
Comfortable working in a fast-paced environment and balancing multiple conversations, schedules, and priorities simultaneously
Familiarity with text-based communication platforms (e.g., Podium) and scheduling systems
Ability to work cross-functionally with center staff, coaches, and leadership to ensure seamless member experience

Nice To Haves

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)

Responsibilities

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
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