Chat Support Agent

Oates Energy; Jacksonville (TX); Hybrid; USD 36,000 - 44,000; Full time

Benefits offered by this job

Flexible remote or hybrid work options

Job summary

Oates Energy, Inc. is seeking a proactive Chat Support Agent to act as the main liaison for clients using digital messaging channels. You will answer questions in real time, diagnose issues, and document interactions to support efficient case resolution.

The role requires 1–3 years in customer service, strong written communication, and familiarity with CRM software. We offer flexible remote or hybrid work options and a competitive hourly salary based on experience.

Qualifications

• 1–3 years of experience in customer service or similar role.
• Ability to use chat-based support and CRM tools effectively.
• Clear, concise written communication with customers.
• Strong analytical approach to problem solving and question handling.
• Proven ability to manage multiple chats accurately and efficiently.

Responsibilities

• Provide prompt, precise answers to client questions via real-time chat platforms.
• Diagnose and fix issues related to products, services, or account credentials following SOPs.
• Record all client interactions and case details in the support system for tracking.
• Refer complex cases to senior team members or other departments as needed.
• Maintain a professional, compassionate approach while handling multiple chats.
• Stay updated on product changes, policies, and service announcements for accuracy.
• Collaborate with other departments to identify trends and improve support workflows.

Skills

CRM software

Written communication

Analytical skills

Multitasking

Customer service

Tools

CRM software

Job description

For over two decades, Oates Energy, Inc. has built a trusted reputation for delivering truly customized utility billing and submetering. Our track record of excellence includes long-standing partnerships with property owners and managers of multifamily communities and commercial properties nationwide. With a focus on collaboration, reliability, and flexibility, we’ve consistently achieved high customer satisfaction by providing customized utility billing and submetering services tailored to the unique needs of each client.

Our Administration division is looking for a committed and articulate individual to step into the Chat Support Agent position. As the main liaison for clients utilizing digital messaging channels, you will play a critical role in addressing their needs promptly and effectively. Success in this role hinges on your capacity to solve problems swiftly while projecting a friendly and professional attitude, which directly supports our brand image and drives customer satisfaction. This opportunity allows you to make a tangible impact on operational efficiency within a dynamic setting, blending technical competence with superior people skills.

Responsibilities

• Provide prompt and precise answers to client questions through real-time chat platforms.
  
• Diagnose and fix problems concerning products, services, or account credentials following standard operating procedures.
  
• Record all client communications and case specifics accurately in the support system for tracking and review.
  
• Refer complicated or unsolved situations to senior team members or appropriate departments as needed.
  
• Uphold a professional and compassionate approach while handling several chat conversations at once.
  
• Keep current with product updates, policy revisions, and service announcements to ensure accurate client guidance.
  
• Work alongside teams from other departments to spot recurring trends and recommend enhancements to support workflows.
  

Requirements

• Possess between one and three years of experience in customer service, support functions, or a similar administrative capacity.
  
• Demonstrate strong competence in chat-based support and familiarity with Customer Relationship Management (CRM) software.
  
• Exhibit superior written communication abilities capable of explaining intricate details simply and clearly.
  
• Show strong analytical skills for problem-solving and a dedicated focus on customer needs.
  
• Manage multiple tasks efficiently without compromising accuracy or attention to detail.
  
• Be fully equipped for remote or hybrid work arrangements with stable internet access.
  
• Receive a competitive salary package ranging from $26 to $32 per hour, determined by relevant experience.
  
• Competitive hourly compensation ($26–$32/hour)
  
• Flexible remote or hybrid work options
  
• Opportunities for professional growth and development
  
• Supportive team environment focused on work-life balance
  

EEO Statement

We are an equal opportunity employer and value diversity at our company. We do not discriminate on the basis of race, religion, color, national origin, gender, sexual orientation, age, marital status, veteran status, or disability status.