Outreach Coordinator

SPENGA Ann Arbor•Ann Arbor, MI

2d•Hybrid

About The Position

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. 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.

Requirements

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.

Nice To Haves

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.

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.