Live Chat Operator

Job Overview

The Law Offices of Richard Franzblau LLC, an established Orlando-based law firm with over 20 years of experience, is seeking a professional and articulate Live Chat Operator to join our team. We provide personalized, efficient, and practical legal solutions to businesses, entrepreneurs, and individuals. This role is crucial in creating a positive first impression, serving as the first point of contact for our online visitors. The ideal candidate will be a skilled communicator dedicated to providing exceptional service, answering initial enquiries, and connecting potential clients with our legal experts. This is a fantastic opportunity for a customer-focused individual to contribute to a respected firm that specializes in business, real estate, and estate planning law.

Responsibilities

• Engage proactively and professionally with visitors on our website via the live chat platform.
• Provide accurate, basic information about our firm’s legal services and practice areas.
• Skilfully handle initial client enquiries, demonstrating empathy and a professional demeanour.
• Gather essential information from potential clients to understand their needs and qualify leads for our legal team.
• Schedule initial consultations and appointments between prospective clients and our attorneys.
• Manage multiple chat conversations simultaneously without compromising on the quality of service.
• Escalate complex legal questions to the appropriate legal staff in a timely manner.
• Maintain a high level of confidentiality and discretion at all times, respecting the sensitive nature of legal matters.
• Keep detailed and accurate records of all chat interactions for quality assurance.

Qualifications

• Proven experience in a customer service, client support, or live chat operator role.
• Exceptional written communication skills, with a strong command of English grammar, spelling, and punctuation.
• Excellent typing speed and a high degree of accuracy.
• The ability to work independently and manage time effectively while handling multiple tasks.
• Strong interpersonal skills with a professional, courteous, and empathetic communication style.
• A high degree of integrity and a solid understanding of the importance of client confidentiality.
• Proficiency with standard office software and an ability to learn new platforms quickly.
• Previous experience in a legal or professional services environment is highly desirable but not essential.
• Familiarity with CRM systems and live chat software is an advantage.