Reception & Client Intake Coordinator

About Crossroads Law

 Crossroads Law is an award-winning firm that takes pride in providing exceptional customer service to our clients. We provide family law, estate planning and fertility law services to clients across British Columbia and Alberta.

As one of the fastest-growing firms in Western Canada, we are looking for a Reception & Client Intake Coordinator to join our collaborative team. The ideal candidate will bring excellent communication and organizational skills, strong attention to detail, and experience in reception, customer service, intake, or administration.

Position Responsibilities include but are not limited to:

Client Service & Communication

• Provide exceptional customer service to potential and active clients.
• Welcome clients, vendors, couriers, and other visitors in a professional and courteous manner.
• Respond to and triage all incoming calls for the office and provide backup phone support to the counterpart in the other province.
• Monitor and respond to incoming reception emails, ensuring inquiries are triaged and addressed promptly.
• Support client intake by communicating with prospective clients about our services, booking and confirming consultations, sending Microsoft Teams links, running conflict checks, opening files in Unity, and coordinating with lawyers and their support staff.
• Maintain general correspondence via telephone and email inquiries.

Administrative & Operational Support

• Draft and format documents, forms, and correspondence related to reception and client intake, as requested.
• Maintain accurate records and electronic files for lawyers and clients.
• Update and maintain general forms such as intake questionnaires, payment authorization forms, and other shared documents within the firm's cloud-based document management systems and client intake software
• Support with maintaining online scheduling via our online booking system, including scheduling, rescheduling, and cancelling appointments, updating intake questionnaires, and maintaining calendar availability.
• Work collaboratively with the reception and client intake coordination team, including providing backup support to counterpart in the other province, fostering strong communication and teamwork. provide backup phone support to the counterpart in the other province.
• Support the onboarding and cross-training of any reception and client intake coordination team members to promote consistency in client service, administrative processes, and office operations.
• Work with accounting and legal support staff to ensure all incoming cheques are accurately recorded and accounted for.
• Coordinate with couriers to arrange for document delivery and pickup.
• Collaborate with legal support staff on occasional administrative tasks such as scanning, binder preparation, and process server coordination, as needed when float support is not available.
• Provide administrative support to the Operations Leadership Team and collaborate with lawyers and staff on administrative and operational initiatives as required.

Office & Facilities Support

• Maintain reception and welcome area to ensure it remains professional, organized, and welcoming (e.g., brochures displayed neatly, magazines arranged, client materials kept confidential).
• Maintain boardrooms to ensure they are tidy at the start and end of each day and following meetings, including wiping down surfaces and replenishing stationery, drinks, and snacks.
• Maintain the office kitchen and copy room, ensuring cleanliness and organization at the start and end of each day (e.g., wiping surfaces, replenishing stock, loading/unloading the dishwasher).
• Liaise with vendors as required, including but not limited to Ricoh, court runners, couriers, OneSource, Nespresso, Amazon, building management, and Shred-It.
• Maintain equipment, supply, and refreshment inventory, including monitoring stock levels, updating the PAR inventory list, placing orders, and organizing deliveries upon arrival.
• Water office plants and ensure the workspace remains clean and inviting for clients and staff.
• Serve as the designated floor warden for the Calgary office, acting as the primary point of contact for building management and emergency officials. Responsibilities include facilitating the building’s fire and safety plan, assisting with emergency or evacuation procedures, and completing all required fire safety training.

Professional Standards

• Comply with all company policies and procedures.
• Demonstrate strong organizational skills and the ability to prioritize tasks effectively.
• Contribute to a positive, collaborative, and professional workplace culture.
• Other duties as required.

Qualifications / Skills:

• Three (3) years’ experience working as a receptionist, intake coordinator, or administrator at a law firm is required.
• Exceptional written and verbal communication skills.
• Highly developed interpersonal skills and ability to work collaboratively in a team environment
• Strong organizational skills with a high level of attention to detail and follow through.
• Ability to take the initiative, prioritize and multitask
• Proficient in MS Word, Excel, Outlook, Adobe, MS Teams
• Experience working with Legal Accounting software (Unity) is a bonus
• This is a full-time, in-office position requiring attendance Monday through Friday from 8:30 a.m. to 4:30 p.m.
• Ability to work overtime on occasion and as required
• CPR and First Aid certification is required for this role. Candidates who do not yet have this training will be supported in obtaining certification, and the firm will cover the associated training costs.