Client Care Specialist

If your title right now is Customer Experience Specialist, Customer Support Specialist, Customer Operations Specialist, Onboarding Specialist or Inbound Sales Development Representative, this is written for you.

You have worked in customer support. You have handled busy inboxes, answered calls, managed competing priorities and figured out how to keep things moving when everything seems to come in at once.

But you have probably done something else, too.

You wrote the email template everyone now uses because you were tired of answering the same question 20 times a day. You created a process for routing enquiries because things kept landing in the wrong inbox. You built a help article that eliminated an entire category of repetitive questions. You started using automation or AI tools because you knew there had to be a better way of doing things.

Nobody asked you to do those things. You just couldn't stand watching something stay broken when you knew how to fix it.

Then the company grew, and the opportunity to build moved somewhere else. Someone else owns the systems, someone else makes the decisions, and your job became answering the next ticket.

Now imagine joining a company where you are hired to do both: run the operation and improve it.

What this role actually is:
We are a 100-person firm operating across Alberta and Ontario, and every call, email, document and online enquiry that doesn't already have a designated person lands with our Client Experience team.

You will be part of the team responsible for making sure everything gets to the right place, quickly and accurately, while also turning potential client enquiries into new business.

The role has two parts: managing the front door of the firm and improving how that front door operates.

You will handle incoming communications across multiple channels, figure out what people need, route enquiries to the right teams and make sure nothing falls through the cracks. You will also speak with prospective clients, understand their real estate needs, explain our fees, follow up and guide them through becoming a client. You'll have the authority to quote fees, send engagement emails and assign lawyers.

But you are not just here to run the operation. You are here to improve it.

You will help build the routing rules, email templates, response standards, workflows and automation that make the team more efficient. You will use tools like Front, Dialpad and AI to find better ways of working, reduce repetitive tasks and improve the client experience.

This isn't a traditional reception or customer service role. It's a combination of client experience, operations and sales, with the opportunity to influence and build the systems you work with every day.

What this role requires
You should apply if:

• You have spent at least three years in a customer-facing, customer support, client experience or customer operations role in a busy environment.
• You've worked across multiple communication channels, including phone, email and online enquiries.
• You can point to specific examples of processes, templates, workflows or systems you've built or improved that other people actually use.
• You're comfortable speaking with clients, asking the right questions, understanding what they need and guiding conversations towards a decision.
• You can confidently discuss pricing, qualify enquiries and follow up with potential clients without feeling uncomfortable asking for their business.
• You're organized and have good judgment. You can manage competing priorities, recognize what needs immediate attention and make decisions without waiting for someone to tell you what to do.
• You naturally look for ways to eliminate repetitive work, improve processes and make systems more efficient.
• You're comfortable learning and using technology, including AI tools, automation and customer communication platforms.
• You can work independently, take ownership of your responsibilities and suggest improvements rather than simply working around problems.
• You're based in or willing to work from our Mississauga office.

You don't need experience in real estate or the legal industry. We'll teach you how a residential real estate transaction works, from the initial enquiry through to closing.

What matters more is your ability to communicate with people, understand processes, learn quickly and make things work better.

This role is not for you if:

• You are looking for a remote or hybrid position. This role is fully in-office, Monday to Friday.
• You are looking for a commission-based sales position. This is a salaried role.
• You prefer being given a list of tasks and following instructions without questioning whether there's a better way.
• You are uncomfortable speaking on the phone or handling a high volume of incoming communications.
• You want to use this position as a stepping stone to becoming a paralegal or lawyer. This is a Client Experience and Operations role.
• You prefer working within fully established processes and aren't interested in changing or improving them.
• You think AI and automation are just passing trends. We see them as important tools in how modern businesses operate.

About Property Law
Property Law is a residential real estate law firm operating across Alberta and Ontario. We help people with their home purchases, sales and mortgages, and also operate under the RealEstateLawyers.ca brand in Ontario.

We are not interested in operating like a traditional law firm. We are a growing business that values good people, fresh thinking, technology and finding better ways to do things.
Our Client Experience function is built around modern communication and workflow tools, including Front, Dialpad and AI. We want people who are comfortable using technology and who understand that good client experience comes from more than just being friendly. It comes from having the right systems, processes and people in place.

You will work closely with a manager who understands software support and operational improvement, and you'll have the opportunity to influence how this function develops as the firm grows.
The lawyers and local teams take over the client relationship once you've successfully handed the matter over. That means you can focus on doing your part exceptionally well, making sure the next person who contacts us receives the same great experience.

Practical details:

• Location: Calgary, Alberta.
• Work arrangement: Fully in-office, Monday to Friday.
• Hours: 9:00 a.m. to 5:00 p.m.
• Employment type: Full-time.
• Start date: As soon as we find the right person.

How to apply:
Apply via link along with your resume, answer these two questions (keep it concise, a few sentences each is fine):

1. Tell us about a process, template, workflow or system you built or improved in a previous role. What wasn't working, what did you change and what difference did it make?
2. Imagine someone calls Property Law asking how much it costs to handle their home purchase. How would you approach that conversation to understand what they need, explain our fees and move them towards becoming a client?