Chat Support Agent

Organization: Amend Treatment
Location: Malibu California
Work arrangement: Not specified
Employment type: Not specified
Compensation: $20$25 per hour

Amend Treatment is a residential mental health treatment organization based in Malibu California. We provide personalized evidence-based care for adults experiencing mental health and co-occurring challenges with a focus on individualized treatment therapy and long-term recovery in a supportive residential environment.

Amend Treatment is seeking a compassionate clear and dependable Chat Support Agent to communicate with people contacting the organization through this role you will provide timely respectful assistance respond to general inquiries using approved information and help connect individuals with the appropriate team or next step. Because conversations may involve sensitive mental health concerns the successful candidate will communicate with empathy maintain appropriate boundaries and follow established privacy safety and escalation procedures.

• Respond promptly and professionally to incoming chat messages providing clear and considerate support.
• Listen carefully to each persons questions and concerns and share accurate information about the organization and its services within the scope of the role.
• Help individuals understand available next steps and direct inquiries to the appropriate staff or department.
• Recognize messages that require urgent attention and promptly follow established escalation procedures rather than attempting to provide clinical guidance.
• Maintain a compassionate nonjudgmental tone when communicating with people who may be experiencing distress or seeking information about care.
• Protect confidential information and follow applicable privacy practices and organizational policies.
• Document interactions accurately and thoroughly in the designated systems.
• Use approved scripts resources and communication guidelines while adapting responses appropriately to each conversation.
• Manage multiple conversations and routine support tasks while maintaining accuracy and a calm respectful approach.
• Coordinate with colleagues to support consistent communication and a smooth handoff when additional assistance is needed.

• Strong written communication skills including clear spelling grammar and concise message composition.
• Excellent listening interpersonal and customer-service skills.
• Demonstrated empathy patience discretion and professionalism when handling sensitive conversations.
• Ability to follow procedures maintain appropriate boundaries and escalate concerns to qualified staff.
• Good judgment and attention to detail when documenting interactions and sharing information.
• Comfort using chat platforms and common computer applications with the ability to learn new systems.
• Commitment to respecting the dignity privacy and diverse needs of individuals seeking support.

• Experience in chat-based customer support client services reception or another role involving frequent written communication.
• Exposure to behavioral health mental health healthcare social services or other sensitive support environments is an advantage.
• Experience handling confidential information documenting interactions or following established escalation protocols is desirable.
• Up to two years of relevant experience is suitable for this position.

The compensation range for this position is $20$25 per hour. Benefits and other compensation details have not been specified.