Childcare Intake, Tour Booking Representative

• Answer inbound calls from prospective families interested in childcare centres and early learning programs
• Serve as the first point of contact and create a friendly, professional experience
• Understand family enquiries and guide callers towards booking in-person centre tours
• Provide accurate information using approved scripts and resources
• Follow up on website enquiries, Facebook leads, missed tours, and rescheduling requests
• Confirm booking details and record appointments accurately
• Coordinate with childcare centres regarding same-day tour requests, late arrivals, availability, and scheduling changes
• Communicate updates to school staff and families
• Use Salesforce or similar CRM systems to access school information and manage bookings
• Record enquiry details, call outcomes, follow-up activities, and tour appointments
• Navigate multiple systems while speaking with families
• Follow phone scripts, text templates, and booking procedures
• Maintain records for reporting, lead tracking, and team performance
• Improve enquiry-to-booked-tour conversion while maintaining call quality and professionalism
• Accept coaching and feedback to improve communication and booking results

• 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
• Previous experience is beneficial but not essential; relevant backgrounds include call centre/contact centre operations, customer service/support, inbound sales/lead management, appointment setting/booking coordination, reservations/scheduling, or reception/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