Chat Support Representative

Job Description

Job Description

Town Square Adult Day is seeking a compassionate, detail-oriented, and customer-focused Chat Support Representative to provide exceptional virtual support to prospective clients, participants, caregivers, and family members. This remote role is responsible for responding to inquiries through live chat, assisting with service-related questions, scheduling requests, and ensuring every interaction reflects the organization's commitment to quality care and outstanding customer service.

The ideal candidate has excellent written communication skills, enjoys helping others, and can efficiently manage multiple conversations while maintaining professionalism and empathy.

• Respond promptly and professionally to inquiries through live chat and online messaging platforms.
• Provide accurate information about adult day services, programs, eligibility, and enrollment procedures.
• Assist clients and caregivers with appointment requests, program information, and general account inquiries.
• Escalate complex questions or concerns to the appropriate department when necessary.
• Maintain accurate documentation of customer interactions and follow-up activities.
• Deliver exceptional customer service while ensuring a positive experience for every individual.
• Follow company policies, privacy standards, and confidentiality requirements.
• Collaborate with internal teams to resolve customer concerns efficiently.
• Meet productivity, quality, and response-time goals.

• High school diploma or equivalent required; associate's or bachelor's degree is a plus.
• Previous experience in customer service, chat support, healthcare support, or a related role preferred.
• Excellent written communication, grammar, and typing skills.
• Strong problem-solving and multitasking abilities.
• Proficiency with computers, web-based applications, and customer support platforms.
• Ability to work independently in a remote environment while maintaining productivity.
• Strong organizational skills and attention to detail.

• Experience using CRM or customer support software.
• Knowledge of healthcare, senior care, or adult day services is an advantage.
• Ability to communicate with empathy, patience, and professionalism.
• Strong time management and adaptability in a fast-paced environment.

• Competitive pay
• Remote work opportunity
• Paid training
• Paid time off and holidays (where applicable)
• Health, dental, and vision insurance (based on eligibility)
• Retirement savings plan
• Career development and advancement opportunities
• Supportive and collaborative team environment

Town Square Adult Day provides engaging adult day services designed to enrich the lives of older adults while offering peace of mind to their families and caregivers. Through compassionate care, meaningful activities, and personalized support, we strive to create a welcoming environment that promotes dignity, independence, and well-being.