Chat Support Representative II

Positive Behavior Steps is seeking an experienced and customer-focused Chat Support Representative II to provide professional assistance through live chat and digital communication channels. This remote position is ideal for individuals who have strong communication skills and enjoy resolving customer concerns while maintaining a high level of service quality.

The successful candidate will handle complex customer inquiries, provide accurate information, document interactions, and collaborate with internal teams when needed. This role requires strong problem-solving abilities, attention to detail, and the ability to manage multiple conversations effectively in a remote work environment.

Key Responsibilities:

• Respond to customer inquiries through live chat and digital communication platforms.

• Provide accurate guidance regarding company services, processes, and procedures.

• Handle escalated customer concerns and identify suitable solutions.

• Maintain professional, empathetic, and solution-focused communication with customers.

• Document customer interactions and update records accurately.

• Manage multiple chat conversations while maintaining response quality.

• Coordinate with internal teams for additional support or issue resolution.

• Follow company policies, confidentiality requirements, and service standards.

• Identify recurring customer issues and share trends with management.

• Support and mentor junior chat representatives when required.

• Meet established productivity, quality, and response-time targets.

Requirements:

• High school diploma or equivalent required.

• Previous experience in customer service, chat support, administration, or help desk roles preferred.

• Experience handling escalated customer inquiries is an advantage.

• Excellent written communication and typing skills.

• Strong problem-solving and critical-thinking abilities.

• Ability to work independently in a remote environment.

• Strong attention to detail and organizational skills.

• Professional attitude with the ability to manage multiple priorities.

• Strong knowledge of:

• Chat support platforms and digital communication tools.

• Email, databases, and standard office software.

• Customer relationship management practices.