Executive Client Experience Specialist - Live Chat

Job Description

Job Description

About Us:

At Midlige Richter, we pride ourselves on delivering exceptional legal services with the utmost professionalism, discretion, and client-focused care. We are seeking an Executive Client Experience Specialist to serve as a premier point of contact for our clients, ensuring that every online interaction reflects the firm’s commitment to excellence.

Position Overview:

The Executive Client Experience Specialist manages the firm’s live chat communications, providing an elevated client experience from initial inquiry through engagement. This role requires sophistication, impeccable communication skills, and the ability to represent the firm’s brand with professionalism and discretion. The ideal candidate combines a client-first mindset with operational excellence, ensuring that every interaction strengthens trust and enhances our reputation.

Key Responsibilities:

• Serve as the first point of contact for clients and prospects via the firm’s live chat platform, responding promptly, accurately, and professionally.
• Provide clear, concise information about the firm’s services, practice areas, and processes while upholding the highest standards of confidentiality.
• Escalate inquiries thoughtfully to attorneys or department leaders when specialized expertise is required.
• Maintain detailed records of interactions in the firm’s CRM system to ensure seamless follow-up and client engagement.
• Collaborate with marketing, client relations, and legal teams to continuously improve the online client experience.
• Monitor engagement trends, identify opportunities to enhance service delivery, and provide actionable feedback.
• Uphold the firm’s professional standards, legal ethics, and client confidentiality at all times.

Qualifications:

• Proven experience in high-level client support, customer experience, or administrative roles .
• Exceptional written and verbal communication skills with a polished, professional demeanor.
• Strong multitasking capabilities and comfort managing concurrent online interactions.
• Proficiency with live chat platforms, CRM systems, and standard office software.
• Superior organizational skills, attention to detail, and a commitment to confidentiality.
• Ability to act independently while collaborating effectively with a multidisciplinary team.

Preferred Skills:

• Familiarity with legal terminology and law firm operations.
• Experience managing high-value clients in professional services or corporate environments.
• Ability to anticipate client needs and proactively provide solutions or guidance.

What We Offer:

• Competitive compensation and benefits package
• Opportunities for professional development and advancement
• A collaborative, supportive work culture
• The opportunity to shape and elevate the client experience for a prestigious law firm