Multi-location Law Office
Our client, TLR Law is not your typical law firm. Their focus is on helping Manitoba families and small businesses with many of the most common legal situations they face. They listen. They give good advice. And they take time to ensure you understand your legal standing. With three locations (St. Boniface, Scurfield, and St. James), they are your neighbourhood Law Firm.
Position Overview
We are seeking a detail-oriented Client Intake Specialist who combines exceptional client service with systematic process execution and client conversion focus. This role serves as the critical first point of contact for prospective clients, managing intake workflows within our customer relationship management (CRM) system while actively converting leads into retained clients. The ideal candidate balances interpersonal warmth with meticulous attention to procedural detail and demonstrates strong inside sales capabilities.
Core Values and Cultural Fit
TLR’s success is built on these core values, which guide how they work with clients, colleagues, and their community:
● We are Friendly: We approach every interaction with genuine helpfulness, kindness, and inclusion
● We are Compassionate: We listen deeply and respond with empathy to your unique situation
● We are Accountable: We own our commitments and deliver on our promises
● We are a Team: We prioritize the well-being and growth of our people
● We Adapt: We remain resilient and persistent in supporting our clients through changing circumstances
Core Responsibilities
Client Intake and Lead Conversion
· Conduct initial client consultations via phone, email, and in-person to assess potential cases and gather preliminary information
· Screen potential cases according to firm practice areas and qualification criteria
· Build rapport with prospective clients while professionally guiding them through intake procedures
· Convert qualified leads into initial consults through establishing trust and rapid 24-hour responses and communications
· Follow detailed intake protocols to ensure complete and accurate information capture
· Schedule consultations with appropriate attorneys based on practice area expertise and availability
· Follow up with prospects to move them through the decision-making process
· Handle objections and concerns professionally to facilitate client retention decisions
Initial Client Contact Management
· Serve as primary point of contact for all incoming prospect inquiries via phone, email, and web submissions
· Manage multi-line phone system with professional call screening and routing for new client inquiries
· Answer phones and book initial client appointments
· Create contacts when prospects submit web submissions or call the office
· Respond to inquiries promptly and professionally to create positive first impression
Data Management and CRM Operations
● Execute precise data entry of prospect and client information within ActionStep Matter Management system and Go High Level CRM system
● Maintain accurate client records with attention to spelling, contact information, and case-specific details
● Track intake pipeline progress using kanban board methodology within CRM system
● Generate sales reports and maintain conversion metrics for marketing and leadership review
● Ensure data integrity and completeness across all client touchpoints
● Document all client interactions and follow-up activities in CRM
Process Execution and Workflow Management
· Follow standardized intake checklists and procedures without deviation
· Coordinate with legal assistants and attorneys to ensure smooth handoff of qualified and booked leads
· Manage intake pipeline to ensure timely follow-up and minimize lead leakage
· Identify process improvement opportunities to increase conversion rates
Bilingual Communication
· Provide intake services in both English and French as needed
· Translate basic client communications and intake documentation when required
· Ensure language preferences are documented and accommodated throughout client journey
Required Qualifications
● Fluency in English and French is a must (written and spoken)
● Minimum 5 years’ experience in client-facing role with sales or conversion responsibility, preferably in a legal or professional services environment
● Demonstrated proficiency with CRM systems, practice management software, or similar database tools
● Experience with kanban boards, project management tools, or workflow tracking systems
● Comfort with technology including Microsoft Office, cloud-based systems, and learning new software platforms
● Exceptional attention to detail with proven track record of accurate data entry
● Strong interpersonal and communication skills with ability to build client rapport quickly
● Consultative sales approach with ability to overcome objections and facilitate decisions
● Highly organized with ability to manage multiple prospects and competing priorities
● Professional phone manner with clear, articulate communication style
● Ability to follow detailed procedures and protocols consistently
Preferred Qualifications
● Previous experience with ActionStep Matter Management system or similar legal technology
● Background in legal intake, legal services sales, or law firm business development
● Understanding of legal terminology and common practice areas
● Experience in inside sales, business development, or client conversion roles
● Familiarity with Canadian legal industry practices
● Experience with Go High Level CRM system
● Track record of meeting or exceeding conversion or sales targets
You possess:
● Process adherence: follows detailed instructions precisely and consistently
● Client service orientation: warm, empathetic, and professional with diverse client populations
● Sales acumen: consultative approach that guides prospects to make informed decisions
● Technical aptitude: learns new systems quickly and troubleshoots basic issues independently
● Time management: punctual, reliable, and manages workload efficiently
● Discretion: maintains strict confidentiality of client and firm information
● Dual focus capability: balances people-oriented interactions with heads-down administrative work
● Results orientation: motivated by conversion metrics and client satisfaction
● Bilingual communication: comfortable switching between English and French as needed
Work Environment
● In-office position - preferably based out of the St. Boniface location
● Standard business hours 9am-5pm M-Th, 9am-4:30pm F
● Client-facing role requiring professional appearance and demeanor
● Fast-paced environment with frequent client interactions and multitasking requirements
● Collaborative team environment with direct interaction with lawyers and legal support staff across all practice areas
Join Us
If you’re looking for a fulfilling career where you can thrive both professionally and personally, we’d love to connect! Apply today and become part of a law firm that does things differently.
NEXT STEPS:
If you are excited about this opportunity and believe you are qualified to join our team, we would love to hear from you! Please send us your resume, along with a cover letter that briefly responds (in 3 separate numbered paragraphs) to the following questions:
1) Relevant qualifications and work experience
2) Why you feel you are you a good match for this role
3) Your availability to start
* If you do not include a cover letter – your application will likely not be read
By applying to this position, you are confirming you possess either a Canadian citizenship or permanent resident status.
We would like to thank all applicants in advance for their interest in the position.
- We encourage applications from all qualified individuals and believe strongly in diversity.
Job Type: Full-time
Pay: $40,000.00-$42,000.00 per year
Benefits:
- Company events
- Dental care
- Disability insurance
- Extended health care
- Paid time off
- RRSP match
Application question(s):
- Why do you believe you would be a good fit for this position?
- Do you currently live in Manitoba?
- How many years of Sales experience do you have?
- Have you ever worked in the legal or medical field?
Education:
- Secondary School (preferred)
Experience:
- Reception: 5 years (preferred)
Language:
Work Location: In person
