Live Chat Support

About the position

CARING, Inc. is a leading non-profit organisation dedicated to enhancing the health, dignity, and well-being of senior residents and adults with disabilities. Our mission is to prevent premature institutionalisation by providing a range of vital services, including memory resources, transitional adult programmes, and affordable assisted living. We are currently seeking a compassionate and dedicated Live Chat Support professional to join our team. This is a full-time position based in Atlanta, Georgia, United States. The successful candidate will be the first point of contact for many of our clients and their families, providing essential information and support through our digital channels. You will play a crucial role in upholding our organisation's values by delivering an empathetic, professional, and highly responsive service to those in need.

Responsibilities

  • Respond promptly and professionally to enquiries received via live chat, providing accurate information about our programmes and services.
  • Offer compassionate and empathetic support to clients, their families, and the general public, understanding their unique needs and situations.
  • Guide individuals to the appropriate resources and departments within CARING, Inc. to ensure they receive the correct assistance.
  • Maintain meticulous and confidential records of all client interactions within our internal systems.
  • Handle sensitive information with the utmost discretion, adhering to data protection and privacy policies.
  • Collaborate effectively with colleagues across different departments to ensure a seamless and supportive client journey.
  • Stay fully informed about all of our services to provide the most current and relevant information to enquirers.

Requirements

  • Proven experience in a customer service or client support role, preferably using live chat or other digital communication platforms.
  • Exceptional written communication skills in English, with excellent grammar, spelling, and a professional, friendly tone.
  • A genuine sense of empathy, patience, and a strong desire to help vulnerable individuals.
  • The ability to manage multiple conversations at once while maintaining high standards of quality and care.
  • Strong organisational skills and a keen attention to detail.
  • Proficiency in using standard office software and the ability to learn new systems quickly.

Nice-to-haves

  • Previous experience working within a non-profit, healthcare, or social care setting is highly desirable but not essential.

Benefits

  • A competitive hourly wage of \$18 - \$25 USD, dependent on experience.
  • A full-time, permanent position within a stable and caring organisation.
  • The rewarding opportunity to make a tangible and positive impact on the lives of others every day.
  • A supportive, collaborative, and mission-driven work environment.
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Common Interview Questions And Answers

1. HOW DO YOU PLAN YOUR DAY?

This is what this question poses: When do you focus and start working seriously? What are the hours you work optimally? Are you a night owl? A morning bird? Remote teams can be made up of people working on different shifts and around the world, so you won't necessarily be stuck in the 9-5 schedule if it's not for you...

2. HOW DO YOU USE THE DIFFERENT COMMUNICATION TOOLS IN DIFFERENT SITUATIONS?

When you're working on a remote team, there's no way to chat in the hallway between meetings or catch up on the latest project during an office carpool. Therefore, virtual communication will be absolutely essential to get your work done...

3. WHAT IS "WORKING REMOTE" REALLY FOR YOU?

Many people want to work remotely because of the flexibility it allows. You can work anywhere and at any time of the day...

4. WHAT DO YOU NEED IN YOUR PHYSICAL WORKSPACE TO SUCCEED IN YOUR WORK?

With this question, companies are looking to see what equipment they may need to provide you with and to verify how aware you are of what remote working could mean for you physically and logistically...

5. HOW DO YOU PROCESS INFORMATION?

Several years ago, I was working in a team to plan a big event. My supervisor made us all work as a team before the big day. One of our activities has been to find out how each of us processes information...

6. HOW DO YOU MANAGE THE CALENDAR AND THE PROGRAM? WHICH APPLICATIONS / SYSTEM DO YOU USE?

Or you may receive even more specific questions, such as: What's on your calendar? Do you plan blocks of time to do certain types of work? Do you have an open calendar that everyone can see?...

7. HOW DO YOU ORGANIZE FILES, LINKS, AND TABS ON YOUR COMPUTER?

Just like your schedule, how you track files and other information is very important. After all, everything is digital!...

8. HOW TO PRIORITIZE WORK?

The day I watched Marie Forleo's film separating the important from the urgent, my life changed. Not all remote jobs start fast, but most of them are...

9. HOW DO YOU PREPARE FOR A MEETING AND PREPARE A MEETING? WHAT DO YOU SEE HAPPENING DURING THE MEETING?

Just as communication is essential when working remotely, so is organization. Because you won't have those opportunities in the elevator or a casual conversation in the lunchroom, you should take advantage of the little time you have in a video or phone conference...

10. HOW DO YOU USE TECHNOLOGY ON A DAILY BASIS, IN YOUR WORK AND FOR YOUR PLEASURE?

This is a great question because it shows your comfort level with technology, which is very important for a remote worker because you will be working with technology over time...

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