Elite Client Experience Lead — Live Chat & Strategy

Midlige Richter; Warren Township (NJ); On-site; USD 75,000 - 95,000; Full time

Benefits offered by this job

Competitive compensation

Professional development

Collaborative culture

Prestigious law firm

Job summary

Midlige Richter, a premier law firm in Warren Township, seeks an Executive Client Experience Specialist to manage live chat and deliver an elevated client experience from initial inquiry through engagement.

You will coordinate with attorneys and department teams, uphold confidentiality, and help shape a seamless, professional online client journey that reinforces the firm’s reputation for discretion and service.

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.

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.

Skills

Client support

Communication skills

Multitasking

CRM proficiency

Confidentiality

Independent work

Tools

Live chat platforms

CRM systems

Office software

Job description

Midlige Richter, a premier law firm in Warren Township, seeks an Executive Client Experience Specialist to manage live chat and deliver an elevated client experience from initial inquiry through engagement.

You will coordinate with attorneys and department teams, uphold confidentiality, and help shape a seamless, professional online client journey that reinforces the firm’s reputation for discretion and service.