Customer Service Representative

About the Role

We are looking for an upbeat, professional, and customer-focused Childcare Intake & Tour Booking Representative to be the first point of contact for families interested in childcare and early learning programs.

In this role, you will handle inbound enquiries from prospective families, follow up on leads, and help parents take the next step by booking tours at childcare centres. You will play an important role in creating a positive first impression, answering initial enquiries, and making it easy for families to connect with the right school.

The ideal candidate is confident on the phone, communicates clearly, and knows how to guide a conversation towards a confirmed booking without being pushy or overly sales-focused. You should be organised, comfortable using technology, and willing to follow established scripts and processes.

Previous experience is welcome but not essential. We are particularly interested in candidates who are coachable, eager to learn, and ready to develop their skills in a structured, customer-focused environment.

Requirements

Key Responsibilities

Inbound Calls & Family Enquiries

• Answer inbound calls from prospective families interested in childcare centres and early learning programs.
• Serve as the first point of contact, creating a friendly and professional experience for every caller.
• Understand the family's enquiry and guide them towards booking an in-person centre tour.
• Provide clear, accurate information using the client's approved scripts and resources.
• Keep conversations focused and efficient while ensuring families feel heard and supported.

Tour Booking & Lead Conversion

• Book in-person tours at childcare centres, aiming to secure the appointment during the initial call.
• Follow up on website enquiries, Facebook leads, and other incoming requests.
• Contact families who have missed scheduled tours or need to reschedule.
• Confirm booking details and ensure appointments are recorded accurately.
• Follow up with prospective families to encourage them to take the next step in the enrolment journey.

School & Schedule Coordination

• Coordinate with childcare centres regarding same-day tour requests, late arrivals, and scheduling changes.
• Communicate with school staff to confirm availability and manage last-minute adjustments.
• Assist families with rescheduling and other appointment-related enquiries.
• Ensure schools and families receive timely updates when arrangements change.

CRM & Administrative Support

• Use Salesforce or similar CRM systems to access school information and manage bookings.
• Accurately record enquiry details, call outcomes, follow-up activities, and tour appointments.
• Navigate multiple systems efficiently while speaking with families.
• Follow the client's established phone scripts, text templates, and booking procedures.
• Maintain accurate records to support reporting, lead tracking, and team performance.

Performance & Quality

• Work towards improving the percentage of enquiries converted into booked tours.
• Maintain a high standard of professionalism and call quality.
• Follow established processes and performance expectations.
• Accept coaching and feedback to continuously improve communication and booking results.

Requirements

• Excellent verbal communication skills and a clear, professional telephone manner.
• Friendly, upbeat, and customer-focused personality.
• Confidence speaking with prospective customers and guiding conversations towards a booking.
• Strong listening skills and the ability to understand customer needs.
• Good organisational skills and attention to detail.
• Ability to manage calls, appointments, follow-ups, and changing schedules.
• Comfortable working with computers and navigating multiple systems simultaneously.
• Willingness to learn new software, scripts, and processes.
• Coachable, adaptable, and able to work towards performance targets.
• Reliable and comfortable working independently in a remote environment.

Preferred Experience

Previous experience is beneficial but not essential. Relevant backgrounds include:

• Call centre or contact centre operations.
• Customer service or customer support.
• Inbound sales or lead management.
• Appointment setting or booking coordination.
• Reservations or scheduling.
• Reception or front-desk customer service.

Experience with Salesforce, other CRM platforms, or call management systems is an advantage.

Spanish language skills are a bonus but are not required.

Key Skills & Competencies

• Communication: Clear, friendly, and professional communication with prospective families.
• Booking conversion: Ability to guide conversations towards securing a tour appointment.
• Customer service: Creating a positive first impression and making families feel comfortable.
• Organisation: Managing bookings, follow-ups, and scheduling changes accurately.
• Technology: Comfortable learning and using CRM systems, call platforms, and digital tools.
• Adaptability: Handling same-day requests, late arrivals, and unexpected changes.
• Coachability: Willingness to follow scripts, accept feedback, and learn the client's processes.
• Efficiency: Keeping calls focused and productive without making families feel rushed.

How Success Is Measured

Success in this role will be measured by:

• The percentage of prospective families who book a tour after making an enquiry.
• The quality and professionalism of calls.
• Accurate booking records and follow-up activities.
• Adherence to established scripts and processes.
• Effective coordination with childcare centres and prospective families.

Who Would Be a Great Fit?

This role is ideal for someone who enjoys speaking with people, providing helpful service, and turning enquiries into meaningful next steps. You don't need extensive experience or a background in childcare. What matters most is your communication style, positive attitude, attention to detail, and willingness to learn.

If you're confident on the phone, comfortable with technology, and enjoy helping people find the right solution, we'd love to hear from you!