Chat Support Representative

About the role

Cincy Connect Services is seeking a Chat Support Representative to ensure dependable written service quality across customer-support outsourcing channels, including phone, email, chat, social media, help desk, technical support, quality, and service operations. This role focuses specifically on chat support, ensuring clear ownership, evidence, and next actions in every interaction.

Responsibilities

• Maintain the Chat Support Representative workflow by assisting the team in escalating policy-dependent or sensitive requests.
• Track workflow by ensuring clear and professional written communication in all chat support interactions.
• Own the workflow by responding to customers through assigned written channels.
• Coordinate workflow by reviewing available customer history before requesting additional information.
• Review workflow by documenting actions taken and any promised follow-up to ensure traceability.

Requirements

• Confidently use Service Recovery and Problem Solving techniques in chat support interactions.
• Apply Issue Triage without losing track of exceptions, owners, or deadlines.
• Document Omnichannel Service Support decisions clearly so another teammate can follow the reasoning.
• Demonstrate sound judgment in Case Management, especially when escalation is required instead of assumption.

Role Outcome

Quality is measured by the accuracy of written service, ensuring others can act on it, and unresolved items are documented rather than guessed. For Cincy Connect Services, this outcome is achieved through precise and traceable chat support representation.

Pay

Base salary: $40,000–$60,000 per year.

Schedule

Full-time, 100% remote within the United States. Entry-level position.