Front Desk Administrator

PFP Client Experience Administrator — Job Description

PFP is hiring a part-time Client Experience Administrator (15-20 hrs/week, $20-25/hr) to run lead follow-up, client retention, and social content across both Rockville locations.

Position

Administrator — Client Experience

Company

Prepare for Performance (PFP)

Location

Rockville, MD — 409 N Stonestreet Ave & 1049 Taft Street

Type

Part-time

Hours

15–20 hours/week

Pay

$20.00–$22.00/hour

Work Location

Hybrid — in-person at both locations, some remote admin work

Key Result Areas

• Lead Follow-Up
• Client Experience
• At-Risk Calls
• Client Recognition
• Trial Client Experience
• Marketing

KPIs (Monthly/Quarterly)

KRA

Target

Lead Follow-Up

15 Success Sessions booked per month

Client Experience

Inbox Zero daily, 100% onboarding completed, 40-lead engagement goal (LEG) per month

At-Risk Calls

100% of at-risk clients called

Client Recognition

12 clients recognized per month (FB, testimonials, spotlights)

Trial Client Experience

65% monthly trial-to-member conversion

These are starting targets carried over from the AA framework — adjust once you see PFP's actual lead volume.

Responsibilities

• Manage daily client communications: scheduling, registration, onboarding, and membership questions
• Follow up on incoming leads, track them in GROW, and book Action Plan Calls — for both the youth athlete program (Stonestreet Ave) and the adult 40+ program (Taft Street)
• Call or text every at-risk client and log outcomes
• Run trial-client follow-up to hit the monthly conversion target
• Recognize clients monthly through Facebook posts, testimonials, and spotlights
• Publish scheduled marketing material (emails, flyers, promos) on time
• Handle incoming calls and emails with a fast, professional response
• Support the General Manager with scheduling, documents, and correspondence
• Order office supplies and manage inventory
• Help coordinate PFP events (Client Appreciation Week, gifting, etc.)

Requirements

• High school diploma or equivalent; Associate's or Bachelor's preferred
• 1-2 years of administrative experience
• Strong written and verbal communication
• Organized, able to multitask and manage a lead pipeline across both program lines (youth athletes and adult 40+)
• Comfortable with Google Drive (Sheets, Docs)
• Comfortable learning GoHighLevel (PFP's CRM)
• Able to work independently and commute to Rockville, MD

Preferred

• Experience in a fitness, wellness, or service-industry admin role
• Basic knowledge of the fitness/training space

Pay: $20.00 - $22.00 per hour

Expected hours: 15.0 – 20.0 per week

Work Location: Hybrid remote in Rockville, MD 20850