Full-Time Remote Sales & Customer Success Manager

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TYPE OF WORK

Full Time

SALARY

$10 PER HOUR USD

HOURS PER WEEK

40

DATE UPDATED

Jul 17, 2026

JOB OVERVIEW

About BetterYOU Fitness Centre

BetterYOU Fitness Centre is a growing 24/7 gym located in Pakenham, Victoria, Australia.

We are looking for a confident, organised and results-driven person to take full ownership of our leads, outbound calls and member retention systems.

This is not a general virtual assistant position.

Your main responsibility will be to contact new leads quickly, book appointments, follow up consistently and help retain existing gy ---------- mbers.

Your Primary Responsibilities

New Lead Management-
Monitor incoming leads throughout your shift
Call every new lead within five minutes
Contact leads by phone, SMS and email
Qualify leads and book gym tours or appointments
Follow up leads consistently until they book, join or clearly decline
Follow up missed calls, no-shows and cancelled appointments
Reactivate old leads
Keep all lead information, notes and statuses updated
Ensure no lead is forgotten or left without follow-up

Membership Renewals-
Contact members approaching the end of their membership
Encourage members to renew before their membership expires
Follow up members who have not yet made a renewal decision
Update all outcomes and notes accurately

Outstanding Payments-
Contact members with failed payments or outstanding balances
Help members arrange payment
Follow up until the payment is resolved
Escalate disputes or difficult cases to management

Member Retention and Reactivation-
Contact members who have stopped attending the gym
Contact members who may be at risk of cancelling
Find out why members have become inactive
Encourage inactive members to return
Follow up members who have expressed concerns or requested cancellation
Identify problems early and escalate them when required
Conduct scheduled member check-in calls

Lead and Marketing Administration-
Manage the gym’s lead pipeline
Track where leads are coming from
Monitor lead response times and follow-up activity
Help test different call times and follow-up methods
Report common objections and lead quality
Provide daily and weekly performance reports
Ensure lead forms, contact lists and follow-up systems are working correctly

Any other smaller admin jobs needed

Performance Expectations
You will be measured on:

Lead response time
Percentage of leads called within five minutes
Number of outbound calls completed
Contact rate
Appointments booked
Appointment attendance rate
Lead-to-member conversion rate
Membership renewals
Outstanding payments recovered
Inactive members reactivated
Cancellations prevented
Accuracy of notes and reporting

Requirements-
Excellent spoken and written English
Clear, confident and natural phone communication
Previous experience in sales, appointment setting, customer service, collections or retention
Comfortable making outbound calls every day
Able to follow scripts without sounding robotic
Strong organisation and follow-up skills
Reliable high-speed internet connection
Quiet and professional home working environment
Reliable computer and quality headset
Able to work independently without constant supervision
Comfortable being measured against clear KPIs
Strong attention to detail
Available Monday to Friday during Melbourne, Australia working hours
No conflicting job or commitments during rostered hours

Ideal Candidate-
You will be a strong fit if you:

Take ownership of your responsibilities
Act quickly when a new lead arrives
Are persistent without being pushy
Can handle rejection professionally
Enjoy speaking with customers and solving problems
Follow systems accurately
Do not need to be constantly reminded
Are motivated by targets and measurable results
Can build rapport while moving conversations toward an outcome

Experience working with gyms, fitness businesses, membership businesses or Australian customers will be highly regarded.

Training-
You will receive training on:

BetterYOU Fitness Centre memberships and services
Lead follow-up systems
Call scripts
Objection handling
Appointment booking
Membership renewals
Retention conversations
Outstanding payment follow-up
CRM and reporting requirements

Calls will be recorded and reviewed for training, coaching and quality control.

Employment Details
Full-time position
40 hours per week
Monday to Friday
9:00 AM–6:00 P ---------- lbourne, Australia time
One-hour unpaid meal break
AUD$7 per hour during the initial 30-day probation period
Increase to AUD$10 per hour after probation based on reliability, communication, accuracy and performance
Long-term opportunity for the right person
Pay rises will be given to the correct person with proven work and results


How to Apply-
Please include:

The word BETTERYOU at the beginning of your application
A short introduction about yourself
Details of your sales, appointment-setting, outbound calling, retention or collections experience
A voice recording introducing yourself and explaining why you would be suitable for this position
Your internet speed
A photo of your computer and headset setup
Confirmation that you can work Monday to Friday, 9:00 AM–6:00 P ---------- lbourne time
Details of any other jobs or ongoing work commitments

Please do not apply if you are uncomfortable making outbound calls, speaking with Australian customers or being accountable for performance targets.

SKILL REQUIREMENT
English Speaking Sales English Proficiency
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