Live Chat Assistant

Live Chat Assistant

DLN Consulting Group · Austin, TX · Remote/Hybrid · Full-TimeAbout DLN Consulting Group

DLN Consulting Group is a healthcare operations, technology, data, and workforce solutions firm founded in 2011. We partner with organizations to deliver strategic consulting services that drive operational excellence, workforce development, and data-driven outcomes. Our team is dedicated to building meaningful solutions that help our clients succeed.

Position Summary

DLN Consulting Group is seeking an enthusiastic and professional Live Chat Assistant to serve as a frontline point of contact for clients and website visitors. In this role, you will engage with users in real time via live chat platforms, resolve inquiries, and ensure an exceptional client experience. This is an ideal opportunity for someone with strong communication skills and a passion for helping people.

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Key Responsibilities

• Monitor and respond to incoming live chat messages in real time across web platforms
• Provide accurate information regarding DLN’s services, programs, and offerings
• Assist clients with navigating resources, scheduling, and general inquiries
• Escalate complex issues to the appropriate team member or department promptly
• Maintain detailed records of chat interactions in the CRM system
• Follow established scripts and protocols while adapting tone to each conversation
• Meet response time and customer satisfaction targets
• Identify recurring questions or issues and report trends to management

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Required Qualifications

• High school diploma or GED required; associate or bachelor’s degree preferred
• Minimum 1 year of customer service, chat support, or administrative experience
• Excellent written communication skills — clear, professional, and empathetic
• Strong typing speed and accuracy (50+ WPM preferred)
• Ability to multitask and manage multiple chat conversations simultaneously
• Comfortable working with live chat software, CRMs, and web-based tools
• Reliable internet connection and quiet work environment (for remote candidates)
• High attention to detail and strong problem-solving skills

Preferred Qualifications

• Experience with live chat platforms (Intercom, Drift, Zendesk, LiveChat, etc.)
• Background in healthcare, consulting, or professional services
• Bilingual communication skills (English/Spanish a plus)

What We Offer

• Competitive pay commensurate with experience
• Remote/hybrid work flexibility
• Health, dental, and vision benefits
• Paid time off and company holidays
• Professional development and growth opportunities
• Collaborative and supportive team culture