Chat Support Clerk

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.

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.
• 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.
• Meet or exceed performance targets including response time, resolution rate, and client satisfaction scores.
• Provide additional clerical and administrative support to the team as required.

Qualifications & Skills:

• High school diploma or equivalent required
• 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.
• 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.
• Genuine passion for making a positive impact in the behavioral health community.

What We Offer:

• 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.

Equal Opportunity Employer:

Positive Behavior Steps is proud to be an Equal Opportunity Employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, age, disability, veteran status, or any other legally protected characteristic. We are committed to fostering a diverse, equitable, and inclusive workplace where every team member feels valued, respected, and empowered to make a meaningful difference in the lives of those we serve.

About PBX Steps:

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. We advocate for our clients by providing quality support with trained staff, and by assisting families that may be overwhelmed by the challenges of raising a child with developmental delays.