Chat Support Clerk

Remote

Responsibilities

Process and document incoming chat requests, service orders, and client information accurately.
Resolve client concerns and complaints with empathy, patience, and professionalism.
Coordinate with clinical, administrative, and operations teams to escalate and resolve complex client needs.
Identify opportunities to improve the client

Maintain up-to-date knowledge of Positive Behavior Steps' programs, policies, and behavioral health resources.
High school diploma or equivalent required; degree or certification in healthcare, behavioral health, communications, or a related field is a plus. 0â2 years of
experience in customer service, chat support, clerical work, or a healthcare related role.
Strong multitasking ability with the capacity to manage multiple chat conversations simultaneously.
Proficiency with live chat platforms, CRM software, and Microsoft Office Suite.
Knowledge of behavioral health, mental health, or social services is highly desirable.
Ability to handle sensitive client information with discretion and in full compliance with HIPAA standards.
PBX Steps was established in an effort to increase the amount of support to the special needs' population, as individuals with Autism and other developmental disabilities are often limited to resources that support them in overcoming barriers at home and within their community.
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We are seeking a compassionate, organized, and professional Chat Support Clerk to join our growing remote team at Positive Behavior Steps.
In this role you will serve as a key point of digital contact for our clients, families, and partners providing timely, accurate, and empathetic support through our live chat platform.
Your communication skills, attention to detail, and genuine passion for helping others will directly reflect the mission and values of our organization.
Location: United States (Remote). Key Responsibilities
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.
Accurately log all chat interactions and maintain up-to-date client records in the CRM system.
Follow up with clients to confirm resolution and ensure overall satisfaction.
experience and communicate feedback to management.