Live Chat Agent

About This Role

This entry-level opportunity involves supporting people through live chat by responding to questions about CFUF workforce development and training programs. The Live Chat Agent helps members and Baltimore City residents understand available information and next steps, connecting them with appropriate staff for individualized support. Training on CFUF programs and procedures will be provided.

Responsibilities

• Respond promptly and professionally to incoming live chat inquiries about CFUF workforce development and training programs
• Ask questions to understand each person’s needs and share clear, accurate information using approved CFUF resources
• Explain next steps and connect members with Mobility Coaches, STRIVE trainers, or other appropriate staff for individualized assistance
• Refer complex, sensitive, or urgent questions to the appropriate team member and make clear handoffs
• Document chat interactions, referrals, and follow-up needs in the CFUF database, following established procedures
• Coordinate with internal teams to keep program information current and provide consistent support
• Share recurring questions or emerging needs with the team to help improve member support
• Protect confidential information and perform other related duties as assigned

Requirements

• Strong written communication skills, including the ability to write clear, accurate, and respectful chat responses
• A helpful, patient, and service-oriented approach when responding to people with different needs and backgrounds
• Good reading comprehension, attention to detail, and organization
• Comfort using computers and web-based systems; able to learn chat and database tools
• Able to manage multiple inquiries, prioritize tasks, and follow established procedures
• Able to work collaboratively with colleagues and maintain confidentiality
• Previous customer service or chat support experience is preferred/not required

Benefits

• Health Care Plan (Medical, Dental & Vision)
• Retirement Plan (401k, IRA)
• Life Insurance (Basic, Voluntary & AD&D)
• Paid Time Off (Vacation, Sick & Public Holidays)
• Family Leave (Maternity, Paternity)
• Short Term & Long Term Disability
• Training & Development

About the Company

The Center for Urban Families (CFUF) is a nationally recognized nonprofit working at the intersection of responsible fatherhood, family stability, and economic mobility. Since 1999, it has empowered Baltimore’s underserved residents to overcome barriers, break the cycle of poverty, and build thriving futures. Through its All In strategy, CFUF combines personal accountability, holistic case management, and workforce training to drive lasting impact for individuals, families, and communities. With a culture rooted in excellence, transparency, and purpose, CFUF fosters a dynamic, high-energy environment where bold ideas and passionate people thrive.