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KidStrong Henderson Logo KidStrong Henderson · Customer Service

New Member Support Specialist

United States, Southside · Job Posted May 05, 2026
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Job Description

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.

Job Responsibility

  • 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

Requirements

  • 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

Nice to have

  • 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)

What we offer

  • Employee discounts
  • Flexible schedule
  • Free uniforms
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