The Internal Outreach Specialist (IOS) is responsible for converting incoming leads into scheduled introductory sessions (“Intros”) at assigned studios. 

This role functions as a centralized lead conversion team, supporting studio growth by ensuring that prospective members are contacted quickly, engaged effectively, and booked into studio visits. 

The primary objective of the IOS role is to convert leads into booked introductory appointments that ultimately attend their scheduled visit to the studio. 

Success in this role is measured primarily by lead-to-intro booking conversion and intro show volume, which directly contribute to studio membership growth. 

The IOS works closely with studio leadership and front desk teams to ensure strong communication, accurate scheduling, and a seamless prospect experience. 

This is a performance-driven remote position requiring strong personal accountability, urgency in responding to leads, and the ability to consistently convert opportunities into studio visits. 

Core Responsibilities 

Lead Conversion
• Contact inbound leads quickly and consistently through phone, text, and email.
• Build rapport with prospective members and uncover their fitness goals.
• Communicate the value of the Orangetheory experience.
• Convert qualified prospects into scheduled introductory sessions. 

Appointment Scheduling
• Book introductory sessions using the Orangetheory CRM system.
• Ensure accurate scheduling and proper preparation for each prospective member.
• Coordinate with studio teams regarding appointment availability. 

Show Rate Optimization
• Confirm booked appointments through reminder calls and messages.
• Provide clear expectations for the first visit to reduce cancellations and no-shows.
• Work collaboratively with studio teams to maximize intro attendance. 

Lead Management
• Manage leads across assigned studios and ensure consistent follow-up.
• Maintain accurate records of lead interactions within the CRM.
• Track lead progress through the conversion funnel. 

Studio Collaboration
• Partner with studio leadership to align on scheduling needs and membership goals.
• Communicate important prospect information to studio teams.
• Support marketing campaigns and promotions by engaging incoming leads. 

Performance Metrics 

Success in this role is measured by production outcomes rather than outreach activity alone. 

Primary Production KPI:  

Lead to Intro Booking Rate: Percentage of leads converted into scheduled introductory sessions. 

Secondary Production KPI: 

Intro Show Rate: Percentage of scheduled introductory sessions that attend their appointment. 

Operational KPI’s
Speed to Lead: Time from lead submission to first contact 

Lead Contact Rate: Percentage of leads that have been contacted (phone, email, or text) 

Supporting Metrics
These metrics support conversion performance but are not the primary evaluation factors:
• Lead response time
• CRM documentation accuracy
• Follow-up consistency
• Communication quality
• Studio feedback 

Compensation Structure 

Compensation should reward conversion performance and contribution to studio growth. 

Base Pay:  Hourly compensation within the approved company pay range. 

Performance Incentives 

Additional performance-based incentives may be available and tied to metrics such as:
• Intro bookings generated
• Intro attendance volume
• Conversion outcomes
• Overall studio growth support 

Qualifications 

• Proven experience in sales, lead conversion, call center, or customer engagement roles.
• Strong ability to build rapport quickly and guide prospects toward scheduling.
• Experience with CRM systems and lead management platforms.
• Excellent verbal and written communication skills.
• Strong organization and time management skills.
• Ability to work independently in a remote environment.
• Comfortable conducting outbound outreach and follow-up communication.
• Passion for health, fitness, and helping others improve their lifestyle. 

Ideal Candidate Profile 

Successful IOS team members typically demonstrate:
• A strong sales mindset
• High urgency in responding to opportunities
• Persistence in follow-up
• Confidence in phone-based communication
• Competitive drive to achieve performance targets 

Why This Role Matters 

The IOS team plays a critical role in studio success by converting digital interest into real studio visits. 

Every introductory session that attends creates an opportunity for the studio team to deliver an exceptional experience and convert prospects into long-term members. 

This role is a key driver of studio growth and membership revenue.