Member Experience & Appointment Specialist Part-Time | 25 Hours Per Week |

Fully On-Site Locations:

Wayne and South Orange, New Jersey Two positions available: One daytime and one evening Rotating Saturday availability required About the Role GameChanger Fitness is hiring two part-time Member Experience & Appointment Specialists to support prospective members and customer-service needs across 15+ locations. This is not a cold-calling position. You'll connect with people who have already expressed interest in GameChanger Fitness. You'll own the prospective member's initial experience, beginning with timely follow-up and a complete discovery call. You'll learn about their goals, experience, schedule, and location, connect them with the GameChanger studio that best fits their needs, and schedule their introductory session. Our goal is not to pressure people into an appointment. It is to create a positive first experience, understand what they need, answer their questions, and make it easy for them to take the next step. Schedule and Openings We are hiring two part-time team members: Daytime Member Experience & Appointment Specialist Monday through Friday 9:00 a.m.-2:00 p.m. Evening Member Experience & Appointment Specialist Monday through Friday 2:00-7:00 p.m. Saturday Rotation Both team members will rotate Saturdays from 10:00 a.m.-3:00 p.m. When scheduled to work Saturday, that team member will be off Friday. Each position is consistently scheduled for 25 hours per week. On-Site Expectations This is a fully on-site position. It is not eligible for remote or hybrid work. Each team member's primary work location will be either Wayne or South Orange. Based on business needs, team members may occasionally be asked to work from or provide coverage at another nearby GameChanger Fitness location. Reliable transportation and the ability to travel locally are required. Working on-site allows the team to: Coordinate with studio and leadership teams in real time Receive ongoing coaching and feedback Maintain consistent messaging and follow-up standards Resolve scheduling and customer-service questions quickly Provide reliable coverage during assigned hours Ensure leads are not missed Create a seamless handoff between the centralized lead team within each other and to each studio Consistent and reliable on-site attendance is an essential part of this role. ResponsibilitiesLead Follow-Up and Discovery Respond promptly to new leads by phone, text, and email Create a warm and positive first impression of GameChanger Fitness Conduct a complete discovery call with each prospective member Learn about the prospective member's goals, fitness experience, schedule, location, challenges, and what they are looking for in a fitness program Listen for concerns or barriers and respond in a helpful, positive, and non-pressuring way Explain the GameChanger experience and answer initial questions Recommend the GameChanger location that best fits the prospective member's needs, schedule, and geographic area Schedule the introductory session and complete all required booking steps Provide the receiving studio with clear discovery notes before the prospective member arrives Create a seamless handoff from the centralized lead experience team to the selected GameChanger location Appointment Management Follow the established lead follow-up process consistently Follow up with leads who have not yet scheduled Confirm upcoming appointments and assist with rescheduling Reengage missed appointments and leads who have stopped responding Help prospective members select an appointment time that works for both the individual and the receiving studio Maintain accurate appointment details and lead statuses in the CRM Customer Experience Respond to incoming customer-service calls, texts, and emails Answer basic questions about the GameChanger experience, membership options, scheduling, and policies Route location-specific questions or concerns to the appropriate team member Follow through to ensure questions are answered and issues are handed off correctly Communicate recurring questions, concerns, objections, or breakdowns in the lead process to leadership Communication and Accountability Maintain complete and accurate CRM notes Keep all follow-up tasks and lead statuses current Communicate clearly with studio teams regarding scheduled appointments Participate in training, call reviews, and ongoing coaching Follow approved scripts and processes while keeping conversations natural and personal Help maintain consistent lead-management standards across all GameChanger locations What Success Looks Like New leads receive timely and professional follow-up Discovery calls are complete, personal, and accurately documented Prospective members are connected with the most appropriate GameChanger location Every lead has an accurate status and clear next step Prospective members feel heard, supported, and comfortable Appointment booking and show rates improve Follow-up tasks are completed consistently and on time Studio teams receive complete discovery and appointment information Customer-service needs are resolved or routed promptly CRM notes remain accurate and current Qualifications Strong customer-service and communication skills Warm, confident, and professional phone presence Comfortable making a high volume of calls and follow-up contacts Comfortable communicating by phone, text, and email Strong listening skills and the ability to lead a thoughtful discovery conversation Able to build rapport quickly and ask meaningful questions Positive and persistent without being high-pressure Highly organized and able to manage leads across 15+ locations Comfortable learning and consistently following a defined process Reliable, accountable, and able to work independently Comfortable receiving coaching and feedback Previous experience in appointment setting, customer service, hospitality, fitness, wellness, or a membership-based business is preferred CRM experience is preferred but not required Reliable transportation and the ability to work from nearby GameChanger locations when needed Saturday rotation and consistent on-site availability are required Performance Measures Performance will be evaluated based on: Lead response time Contact rate Discovery call quality and completion Appointments scheduled Appointment show rate Follow-up completion Accuracy of location placement Quality of studio handoffs CRM accuracy Customer-service responsiveness Overall quality and consistency of the prospective-member experience

Pay:

Up to $22.00 per hour

Work Location:

In person