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 role is responsible for handling more complex customer inquiries, resolving issues efficiently, and ensuring a positive experience while maintaining company standards.

Location: United States (Remote)

Key Responsibilities

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

• Provide accurate information and assistance regarding company services and processes.

• Handle escalated or complex customer concerns and determine appropriate resolutions.

• Maintain a professional, empathetic, and solution-oriented communication style.

• Document customer interactions and update records accurately.

• Manage multiple conversations while maintaining response quality and attention to detail.

• Coordinate with internal teams when additional support or escalation is required.

• Follow established policies, procedures, and confidentiality requirements.

• Identify recurring customer concerns and communicate trends to management.

• Assist with mentoring or supporting entry-level chat representatives when needed.

• Meet established service, response-time, quality, and productivity standards.

Qualifications

• High school diploma or equivalent required; additional education is a plus.

• Previous customer service, chat support, administrative, or help-desk experience preferred.

• Experience handling escalated customer inquiries is an advantage.

• Excellent written communication, typing, and interpersonal skills.

• Strong problem-solving and critical-thinking abilities.

• Comfortable working with computers, chat platforms, email, databases, and standard office software.

• Ability to multitask and prioritize effectively in a remote environment.

• Strong attention to detail and organizational skills.

• Dependable, professional, and able to work independently.

Equal Employment Opportunity

Positive Behavior Steps is an Equal Employment Opportunity (EEO) employer. We provide equal employment opportunities to all qualified applicants and employees without regard to race, color, religion, sex, pregnancy, sexual orientation, gender identity, national origin, age, disability, genetic information, veteran status, or any other status protected by applicable federal, state, or local law.

We encourage qualified individuals from all backgrounds to apply and are committed to maintaining a professional, inclusive, and respectful workplace.