At PropertyLaw, we are redefining how legal services are delivered across Ontario and Alberta. We combine deep legal expertise with cutting-edge technology, transparent pricing, and exceptional client care to make real estate closings seamless, modern, and stress-free.
Our Client Care team sits right at the heart of our Business Development department. You aren't just answering phones or processing forms, you are the front door, brand ambassador, and conversion engine of our firm.
The Role: What You'll Be DoingAs a Client Care Specialist, your main mission is to connect with prospective clients and referral partners who reach out about buying, selling, or refinancing a property, and guide them smoothly toward retaining our firm.
This is a consultative, service-driven conversion role. We don't do high-pressure sales pitches, cold calls, or aggressive tactics. Instead, you will win business by actively listening, educating clients on our fee value, solving problems, and building genuine trust.
What We're Looking For:- Relevant Experience: 2+ years of experience in consultative customer service, legal intake, lead qualification, or client care.
- Build Rapport With Clients & Partners: Comfortable presenting proposals, addressing fee questions, building rapport quickly, and converting price inquiries into business.
- Exceptional Communication: Clear, confident, and empathetic verbal and written communication.
- Resourceful & Detail-Oriented: Highly organized with the ability to manage multiple follow-ups, calls, and email tasks without losing track of details.
- Tech Savvy: Proficient with Google Workspace, softphone VoIP systems (Dialpad), and CRM/practice software (Front).
- Education: High School Diploma required; Associate's or Bachelor's degree in Business, Communications, or Legal Administration preferred.
- Location: Must be located in Ontario and willing to work from our Oakville/Mississauga office in a hybrid arrangement.
Core Responsibilities & Key Focus Areas1. Lead Conversion - Inbound Conversion: Engage inbound leads over the phone, email, and chat, understanding their transaction needs and walking them through our transparent pricing and services.
- Consultative Quoting: Operate our Proposal Quote Calculator during live calls to present accurate estimates for purchases, sales, refinances, and title transfers.
- Pipeline Management: Systematically follow up with prospective clients and open quotes in our pipeline, ensuring potential opportunities never slip through the cracks.
- Referral Partner Care: Deliver exceptional service to real estate agents and brokers, positioning our firm as their preferred legal partner.
2. Digital Traffic Control & Inbox Management- High-Speed Triage: Monitor incoming email aliases and web quote submissions.
- Data Accuracy & Tagging: Enter 100% of proposal requests into our database, tagging lead channels and tracking status.
- Smart Routing & Escalation: Identify litigation, commercial, or out-of-scope inquiries and route them quickly to senior legal counsel or specialized teams.
3. Phone Navigation & Discovery- Call Excellence: Answer inbound calls with warmth and professionalism, converting inquiries into active retainers while maintaining low dropped-call rates.
- Active Discovery: Ask thoughtful questions to uncover deal closing dates, transaction complexities, and unique client requirements.
- Warm Handoffs: Seamlessly connect active clients to their assigned legal clerks or lawyers using warm transfers and clear, actionable file notes.
4. Reception & Front-Desk Hospitality- Lobby Hospitality: Provide a polished, welcoming front-desk greeting to walk-in clients and scheduled appointments.
- Document & Draft Custody: Accept, log, and sign for original documents, bank drafts, and closing packages.
