Digital Chat Agent at IDS Group – Arlington, Texas

Southeastern Integrated Care believes wellness is best achieved in our community by ensuring individuals receive adequate access to quality, integrated behavioral health and medical care resources. Integrated care is an approach to healthcare that involves blending medical care and behavioral health care, with the goal of improving the overall health and well-being of an individual. Southeastern Integrated Care focuses specifically on linking care involving primary, mental health, and substance abuse treatment through a team of qualified, licensed clinical professionals. Our team of clinicians work with consumers to coordinate engagement in their care to ensure proper management of medical and psychosocial needs.

We are seeking a motivated and customer-focused Digital Chat Agent to join our Administrative team. In this full-time, hourly role, you will be the first point of contact for customers through online chat platforms, ensuring exceptional service and seamless communication. If you are skilled in English, thrive in fast-paced environments, and have a passion for delivering high-quality support, we encourage you to apply!

Responsibilities

• Handle inbound customer inquiries via digital chat platforms in a prompt, professional, and friendly manner.
• Provide accurate information about products, services, and company policies to resolve customer issues effectively.
• Offer solutions and troubleshoot client concerns to ensure a positive customer experience.
• Document chat interactions and maintain thorough and accurate records of customer inquiries and responses.
• Collaborate with team members and supervisors to achieve departmental goals and improve customer satisfaction.
• Adhere to established workflows, response times, and quality standards in all communications.
• Stay updated on company updates, product launches, and system changes to provide current information to customers.
• Identify recurring issues and communicate feedback to internal departments for process improvements.

Qualifications

• Excellent written communication skills in English with strong grammar proficiency.
• Proven experience in a customer service or support role, preferably in a digital/online environment.
• Proficient typing skills with the ability to multitask efficiently between tasks and chat conversations.
• Strong problem-solving skills and the ability to work independently while following established procedures.
• Comfortable using customer support and chat management software tools.
• Ability to maintain a professional, empathetic tone when engaging with customers under varied situations.
• Availability to work flexible shifts, including weekends, holidays, and evenings if required.