Customer Success Team - Lead Nurture Conversion Specialist

Benefits:

• Employee discounts
• Flexible schedule
• Home office stipend
• Opportunity for advancement
• Training & development
• Wellness resources

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.

• 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.
• Under promise & Over Deliver: We aim to exceed expectations and provide exceptional value in all we do.

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 Speed is King value.

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.

To thrive in this role, you’ll need to embody a results-driven, customer-first mindset…