Online Chat Support Agent

Job Description

Job Description

This is a remote position.

About Schumacher Law Group

Schumacher Law Group is a law firm dedicated to providing legal services and professional support to individuals seeking assistance with their legal matters. We value clear communication, professionalism, confidentiality, and a client-focused approach. Our team strives to ensure that individuals contacting the firm receive courteous assistance and are directed to the appropriate resources.

Description

Schumacher Law Group is seeking a motivated, professional, and detail-oriented Online Chat Support Agent to join our team in a full-time, remote position. In this role, you will serve as one of the first points of contact for individuals reaching out to our firm through online chat, helping visitors navigate general inquiries and directing them to the appropriate resources or team members.

As an Online Chat Support Agent, you will respond to incoming chat messages, provide general information about our firm's services and contact procedures, collect basic inquiry details, and help ensure that visitors receive timely and courteous assistance. You will work closely with our administrative and client intake teams to route inquiries appropriately while maintaining professionalism, confidentiality, and accuracy in all communications.

This position offers a competitive hourly pay range of $18–$25 USD, making it an excellent opportunity for individuals interested in customer support, client services, or administrative work within the legal industry. Candidates with strong written communication skills and a willingness to learn are encouraged to apply. Previous legal experience is preferred but not required.

Job Roles

• Serve as the first point of contact for website visitors and prospective clients through online chat.
  
• Assist visitors with general questions about the firm's services and contact procedures.
  
• Collect basic inquiry information and direct visitors to the appropriate team.
  
• Support client intake operations and consultation requests.
  
• Maintain a professional and welcoming online experience for everyone contacting the firm.
  

Responsibilities

• Respond to incoming online chat messages promptly and professionally.
  
• Provide accurate general information using approved responses, FAQs, and company resources.
  
• Collect and record basic contact details and preliminary inquiry information.
  
• Direct legal questions to authorized attorneys or designated staff without providing legal advice.
  
• Assist with consultation requests and appointment scheduling in accordance with firm procedures.
  
• Maintain accurate records of conversations and update client management systems.
  
• Handle sensitive information responsibly and follow confidentiality and data-protection policies.
  
• Escalate urgent, complex, or sensitive inquiries to the appropriate team members.
  
• Manage multiple conversations while maintaining accuracy and communication quality.
  
• Collaborate with administrative and client intake teams to improve support processes.
  
• Follow established procedures and meet the firm's service and performance expectations.
  

Required Skills

• Excellent written English communication skills, including grammar and spelling.
  
• Strong typing skills and accurate data entry.
  
• Professional, courteous, and empathetic communication.
  
• Ability to manage multiple chat conversations efficiently.
  
• Strong attention to detail and organizational skills.
  
• Good problem-solving and time-management abilities.
  
• Basic computer skills and familiarity with web-based applications.
  
• Ability to learn chat software and client management systems.
  
• Ability to maintain confidentiality and handle sensitive information appropriately.
  
• Willingness to follow instructions, approved scripts, and escalation procedures.
  
• Ability to work independently and communicate effectively with a remote team.
  

Project Goals

• Provide a positive and professional experience for visitors contacting Schumacher Law Group online.
  
• Respond to incoming inquiries within established response-time targets.
  
• Ensure prospective clients are directed to the appropriate department or legal professional.
  
• Improve the consistency and quality of online client communication.
  
• Reduce missed inquiries through reliable chat monitoring during scheduled working hours.
  
• Maintain accurate records of visitor interactions and client intake information.
  
• Support consultation scheduling and efficient intake processes.
  
• Protect confidential information and follow applicable firm policies.
  
• Identify recurring visitor questions and recommend improvements to chat support procedures.

Requirements

• Excellent written English communication, grammar, and spelling.
  
• Strong typing skills and accurate data entry.
  
• Professional and courteous online communication.
  
• Ability to manage multiple chat conversations efficiently.
  
• Strong attention to detail and organizational skills.
  
• Basic computer skills and familiarity with email and web-based applications.
  
• Good problem-solving and time-management abilities.
  
• Ability to handle confidential information responsibly.
  
• Ability to follow instructions, approved scripts, and company procedures.
  
• Ability to work independently in a remote environment.
  

Preferred Job Skills

• Previous experience in online chat support or customer service.
  
• Familiarity with live chat platforms and customer relationship management (CRM) software.
  
• Experience with client intake, appointment scheduling, or administrative support.
  
• Experience managing customer inquiries through digital communication channels.
  
• Ability to handle sensitive or urgent inquiries with empathy and professionalism.
  
• Familiarity with Microsoft Office, Google Workspace, or similar productivity tools.
  

Specific Qualifications

• High school diploma or equivalent.
  
• Previous work experience is preferred but not required.
  
• Strong written communication skills in English.
  
• Reliable internet connection and a suitable home office setup.
  
• Ability to complete assigned tasks accurately and meet response-time expectations.
  
• Willingness to learn the firm's procedures, chat systems, and client intake processes.
  
• Commitment to professionalism, confidentiality, and respectful communication.
  
• Availability to work the agreed full-schedule.

Benefits

• 401(k) Retirement Plan: Retirement savings plan to help employees prepare for the future. Employer matching may be available, subject to company policy.
  
• Health Insurance: Medical, dental, and vision insurance, subject to eligibility and the company's benefits plan.
  
• Paid Time Off (PTO): Paid vacation days and personal time off, according to company policy.
  
• Paid Holidays: Paid time off for designated company holidays, subject to eligibility.
  
• Remote Work: Convenient work-from-home arrangement.
  
• Paid Training: Training on company procedures, online chat systems, and client communication.
  
• Career Development: Opportunities to develop customer service, administrative, and legal support skills.
  
• Professional Work Environment: Collaborative team culture focused on professionalism, confidentiality, and client service.
  
• Performance Reviews: Opportunities for feedback, development, and potential compensation growth based on performance and company policy.