Quick overview
Job description
Chat Customer Service Representative
DLN Consulting Group ·
About DLN Consulting Group
DLN Consulting Group is a healthcare operations, technology, data, and workforce solutions firm founded in 2011. We are committed to delivering exceptional client experiences and strategic solutions that drive real results. At DLN, every conversation with a client is an opportunity to build trust, deliver value, and strengthen our reputation for excellence.
Position Summary
DLN Consulting Group is seeking a friendly, articulate, and solutions-oriented Chat Customer Service Representative to provide outstanding support to our clients through real-time digital chat channels. In this role, you will engage with clients and visitors via web chat, resolve inquiries efficiently, and represent DLN’s brand with professionalism and warmth in every interaction. This is a great opportunity for someone who excels at written communication and enjoys helping people in a fast-paced online environment.
- Manage and respond to incoming client chat conversations in real time across DLN’s digital platforms
- Provide accurate, helpful, and courteous responses to client inquiries about DLN’s services, processes, and programs
- Resolve client concerns and issues efficiently, escalating to the appropriate team when necessary
- Log all chat interactions, client details, and resolutions accurately in the CRM system
- Handle multiple simultaneous chat conversations while maintaining quality and professionalism
- Follow approved scripts and communication guidelines while personalizing each interaction naturally
- Meet or exceed performance metrics including response time, resolution rate, and client satisfaction scores
- Identify and report recurring client questions or concerns to team leadership
- Collaborate with internal departments to ensure consistent and accurate information is delivered to clients
- Assist clients with scheduling, referrals, and navigation of DLN’s resources and offerings
- Competitive pay commensurate with experience
- Fully remote work flexibility
- Health, dental, and vision benefits
- Paid time off and company holidays
- Ongoing training and professional development
- Positive, team-first work culture
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