Location: Kalamazoo, Michigan — 100% Remote
Job Type: Full Time
Salary: $45,000 - $52,000 per year
Job Description
Think Tell Junction is hiring for the Chat Support Representative role. In this position, you will help customers resolve questions and service issues through clear, timely support. The work supports public relations, client communications, campaign coordination, media support, content, and reporting. This is a full-time, 100% remote position open to candidates based in Kalamazoo, Michigan.
Responsibilities
- Respond to clients, media contacts, prospects, and customers through the phone, email, chat, ticketing, or other approved support channels used by Think Tell Junction.
- Review account or request details and document each interaction with complete notes and next steps.
- Resolve routine questions and service issues within policy and escalate complex or unresolved cases.
- Follow up on open cases, promised actions, or missing information so customers receive timely updates.
- Use approved knowledge resources and procedures while adapting communication to the customer's specific question.
- Meet service-quality, response-time, documentation, and customer-satisfaction expectations.
- High school diploma or equivalent; prior customer-service experience is helpful but not required for entry-level roles.
- Strong written and verbal communication with a patient, professional, solution-focused approach.
- Comfort using CRM, ticketing, email, chat, phone, and web-based customer-service tools.
- Ability to learn policies and service information quickly and explain them clearly.
- Reliable internet access, a quiet workspace, and the ability to work independently.
- A pre-employment background check is required.
