Client Care Specialist
- Oakville, ON, Canada
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Job details
- Education
- High school diploma
- Experience
- Relevant Experience: 2+ years of experience in consultative customer service, legal intake, lead qualification, or client care.
- Posting language
- English
- Posted
Original job description
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 Doing
As 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:
1. Lead Conversion
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 Doing
As 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.
1. 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.
- 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.
- 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.
- 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.
More about this job
Responsibilities
The Client Care Specialist acts as the primary point of contact for prospective clients, managing lead conversion and providing consultative quotes for legal services. They are also responsible for maintaining database accuracy, managing the sales pipeline, and providing professional front-desk hospitality.
Requirements
Candidates must have at least 2 years of experience in consultative customer service or legal intake and possess strong communication and organizational skills. Proficiency in Google Workspace and CRM software is required, along with a high school diploma or higher education.
Skills
- Customer Service
- Legal Intake
- Lead Qualification
- Client Care
- Communication
- Active Listening
- Problem Solving
- Google Workspace
- Dialpad
- Front
- CRM
- Pipeline Management
- Data Entry
- Professionalism
- Time Management
Visa sponsorship
Not detected in the job text
Categories
- Legal
- Customer Service & Support
- Sales
- Marketing
- Administrative
Keywords
- Client Care
- Legal Services
- Business Development
- Lead Conversion
- Consultative Sales
- Real Estate Law
- Google Workspace
- Dialpad
- Front
- CRM
- Pipeline Management
- Data Accuracy
- Customer Service
- Legal Intake
- Referral Partner Care
- Proposal Quoting
- Hybrid Work
- Administrative Support
- Communication Skills
- Detail-Oriented