Chat Support Clerk

About the Role

The Chat Support Clerk will be working remotely and will be an integral part of the support team, collaborating with clinical, administrative, and operations teams to escalate and resolve complex client needs. The ideal candidate will be comfortable working in a fast-paced environment, managing multiple chat conversations simultaneously, and maintaining accurate and up-to-date client records.

The organization is committed to fostering a diverse, equitable, and inclusive workplace, and the successful candidate will be expected to embody these values in their work.

What You Will Do

• Respond promptly and professionally to inbound client and family inquiries via live chat
• Provide accurate information about Positive Behavior Steps' programs, services, and support offerings
• Assist clients and families with appointment scheduling, service inquiries, and program navigation
• Process and document incoming chat requests, service orders, and client information accurately
• Resolve client concerns and complaints with empathy, patience, and professionalism
• Accurately log all chat interactions and maintain up-to-date client records in the CRM system
• Coordinate with clinical, administrative, and operations teams to escalate and resolve complex client needs
• Follow up with clients to confirm resolution and ensure overall satisfaction
• Maintain up-to-date knowledge of Positive Behavior Steps' programs, policies, and behavioral health resources
• Identify opportunities to improve the client experience and communicate feedback to management
• Handle all client information with the highest level of confidentiality and in compliance with HIPAA and applicable privacy regulations

What We Are Looking For

• High school diploma or equivalent required; degree or certification in healthcare, behavioral health, communications, or a 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 skills with a warm, empathetic, and professional tone
• Strong multitasking ability with the capacity to manage multiple chat conversations simultaneously
• Proficiency with live chat platforms, CRM software, and Microsoft Office Suite
• Excellent typing speed and accuracy with a minimum of 40-50 WPM
• Knowledge of behavioral health, mental health, or social services is highly desirable
• Strong problem-solving skills with a genuine passion for client satisfaction and well-being
• Comfortable discussing behavioral health topics in a professional, sensitive, and supportive manner
• Reliable, self-motivated, and able to work independently in a remote environment
• Ability to handle sensitive client information with discretion and in full compliance with HIPAA standards

Nice to Have

• Bilingual skills are a welcome bonus
• Experience working in a fast-paced, dynamic environment
• Familiarity with behavioral health operations and programs
• Certification in crisis intervention or de-escalation techniques

Benefits and Perks

• Competitive salary with performance-based incentives
• Comprehensive health, dental, and vision benefits package
• Paid time off and company holidays
• Flexible remote work schedule
• Specialized training and onboarding support in behavioral health operations
• Opportunities for career growth and advancement within the organization
• A compassionate, inclusive, and mission-driven work environment
• Ongoing professional development and continuing education opportunities
• Employee wellness programs and work-life balance initiatives

• Be prepared to provide specific examples of your experience working in customer service or chat support, and highlight your ability to work independently in a remote environment.
• Familiarize yourself with Positive Behavior Steps' programs and services to demonstrate your knowledge and passion for the organization's mission.
• Develop a portfolio of your writing samples, including examples of your empathetic and professional communication style.
• Practice your typing speed and accuracy to ensure you can manage multiple chat conversations simultaneously.
• Research the organization's commitment to diversity, equity, and inclusion, and be prepared to discuss how you embody these values in your work.
• Be prepared to discuss your experience working with confidential and sensitive client information, and highlight your ability to maintain confidentiality in compliance with HIPAA standards.