Chat Support Clerk

About the role

Positive Behavior Steps is looking for a compassionate and organized Chat Support Clerk to join its remote team. You will be the primary digital point of contact for clients, families, and partners, delivering timely, accurate, and empathetic assistance through our live chat platform.

Key responsibilities

• Respond promptly and professionally to inbound client and family inquiries via live chat.
• Provide accurate information about programs, services, and support offerings.
• Assist with appointment scheduling, service inquiries, and program navigation.
• Process and document chat requests, service orders, and client information in the CRM.
• Resolve client concerns with empathy, patience, and professionalism.
• Log all interactions and maintain up‑to‑date client records.
• Coordinate with clinical, administrative, and operations teams to escalate complex needs.
• Follow up to confirm resolution and ensure satisfaction.
• Maintain knowledge of programs, policies, and behavioral health resources.
• Identify improvement opportunities and share feedback with management.
• Handle all client information in compliance with HIPAA and privacy regulations.

Required profile

• High school diploma or equivalent; degree or certification in healthcare, behavioral health, communications, or related field is a plus.
• 0–2 years of experience in customer service, chat support, clerical work, or a healthcare‑related role.
• Excellent written communication with a warm, empathetic tone.
• Strong multitasking ability and capacity to manage multiple chat conversations simultaneously.
• Reliable, self‑motivated, and able to work independently in a remote environment.
• Comfortable discussing behavioral health topics professionally and sensitively.

Required skills

• Proficiency with live chat platforms.
• Experience using CRM software.
• Microsoft Office Suite proficiency.
• Typing speed of 40–50 words per minute.