Intake Manager

ntake Coordinator — Family Law Firm

Toronto, Ontario

A Toronto family law firm is seeking an Intake Coordinator to be the first point of contact for prospective clients. This role combines client service, intake coordination and consultative sales, helping people understand the firm’s services and take the next step toward a consultation.

The ideal candidate is personable, organized and confident on the phone, with the judgment and empathy to speak with people navigating sensitive family matters.

Responsibilities

• Respond to prospective-client inquiries by phone and email.


• Conduct initial intake conversations, gathering relevant information and understanding each person’s needs.


• Assess suitability based on the firm’s intake guidelines and refer legal questions to the appropriate lawyer.


• Explain the consultation process, fees and next steps clearly.


• Schedule consultations and coordinate with lawyers and administrative staff.


• Follow up with prospective clients and help convert suitable inquiries into booked consultations.


• Maintain accurate, confidential intake notes and track follow-up in the firm’s system.


• Collect information required for conflict checks and client onboarding.


• Handle sensitive conversations with professionalism, discretion and empathy.


• Work toward agreed intake, response-time and consultation-booking goals.

Qualifications

• Experience in client intake, customer service, consultative sales or another role involving substantial telephone interaction.


• Legal intake experience is an asset, particularly within family law.


• Clear, professional speaking manner and strong listening skills.


• Ability to build rapport, ask thoughtful questions and guide conversations toward a clear next step.


• Comfortable discussing consultation fees and following up with prospective clients.


• Strong organization, attention to detail and ability to manage multiple inquiries.


• Sound judgment when handling confidential information and emotionally challenging conversations.


• Comfortable using CRM software, scheduling tools, email and Microsoft Office.

Compensation

Base salary plus a bonus tied to booked consultations.