About worksphere
Founded in 2006, worksphere has grown into a leading provider of Applied Behavior Analysis (ABA) services, delivering evidence‑based interventions that transform lives. Our team of Board Certified Behavior Analysts (BCBAs) and dedicated support staff work collaboratively to create a safe, innovative, and compassionate environment for both clients and employees. At worksphere, we believe that the quality of our services is directly tied to the well‑being and professional growth of our people. That’s why we invest heavily in ongoing training, mentorship, and a culture that celebrates curiosity, resilience, and teamwork.
Why Join worksphere?
As a global leader in ABA, worksphere offers a unique blend of clinical excellence and operational efficiency. By joining our Customer Support team, you’ll become an integral part of a mission‑driven organization that values every interaction. Whether you work from our modern office in Mesquite, Texas, or from the comfort of your home, you’ll enjoy:
- Competitive salary ranging from $65,000 to $70,000 per year
- Flexible work arrangements – choose between onsite, remote, or hybrid schedules
- Comprehensive health, dental, and vision insurance plans
- Generous paid time off, including holidays, sick leave, and personal days
- 401(k) retirement plan with company match
- Continuous learning budget for certifications, conferences, and workshops
- Employee wellness programs, including mental health resources and fitness stipends
- Inclusive, collaborative culture that values diversity and encourages innovation
Position Overview
The Email & Chat Support Specialist will serve as the frontline liaison between worksphere and our valued clients, partners, and internal stakeholders. This role demands a blend of empathy, technical proficiency, and problem‑solving acumen to ensure every inquiry is addressed promptly and professionally. You will be responsible for managing high‑volume email and chat communications, resolving issues, and maintaining meticulous records of all interactions.
Key Responsibilities
- Customer Interaction: Respond to inquiries via email and live chat, providing clear, concise, and accurate information about worksphere services, policies, and procedures.
- Issue Resolution: Investigate and resolve customer complaints or concerns, escalating to appropriate departments when necessary while maintaining a positive tone.
- Quality Assurance: Monitor and evaluate the quality of communications, ensuring compliance with worksphere’s standards and industry best practices.
- Data Management: Log all customer interactions into the CRM system, ensuring data integrity, confidentiality, and timely updates.
- Collaboration: Work closely with the Clinical, Billing, and Operations teams to address complex inquiries and streamline processes.
- Process Improvement: Identify recurring issues or bottlenecks and propose actionable solutions to enhance the customer experience.
- Training & Development: Participate in regular training sessions and share insights with peers to elevate the overall support capability.
Essential Qualifications
- Communication Excellence: Exceptional written communication skills in English, with the ability to convey complex information in a clear, friendly, and professional manner.
- Problem‑Solving Mindset: Strong analytical skills, capable of troubleshooting issues and devising effective solutions under pressure.
- Multitasking & Prioritization: Proven ability to manage multiple concurrent tasks, prioritize effectively, and meet tight deadlines.
- Technical Proficiency: Comfortable using Microsoft Office Suite (Word, Excel, Outlook) and CRM platforms (e.g., Salesforce, Zendesk, or similar).
- Customer‑Centric Attitude: Demonstrated commitment to delivering outstanding customer service and fostering positive relationships.
- Adaptability: Ability to thrive in a fast‑paced, evolving environment, embracing change and continuous improvement.
Preferred Qualifications
- Prior experience in a customer support, help desk, or client‑facing role, preferably within healthcare or behavioral services.
- Knowledge of ABA terminology, processes, and regulatory requirements.
- Experience with ticketing systems and knowledge bases.
- Fluency in additional languages (Spanish, French, etc.) is a plus.
- Certification in Customer Service Excellence or related fields.
Core Skills & Competencies
- Active Listening & Empathy
- Conflict Resolution
- Attention to Detail
- Time Management
- Team Collaboration
- Data Analysis & Reporting
- Continuous Learning & Adaptability
Career Growth & Learning Opportunities
At worksphere, we view every role as a stepping stone toward greater impact. As an Email & Chat Support Specialist, you’ll have the chance to:
- Advance to a Senior Support Analyst or Team Lead position, overseeing a group of support specialists.
- Transition into clinical or billing support roles, leveraging your deep understanding of client needs.
- Earn professional certifications such as Certified Customer Experience Professional (CCXP) or Certified ABA Support Specialist.
- Attend industry conferences, workshops, and webinars to stay ahead of emerging trends in ABA and customer service.
- Participate in cross‑functional projects that influence worksphere’s service delivery and technology roadmap.
Work Environment & Culture
Worksphere prides itself on a culture that blends professionalism with genuine care. Our environment is characterized by:
- Inclusivity: A diverse workforce where every voice is heard and valued.
- Collaboration: Open communication channels across departments, fostering teamwork and shared success.
- Innovation: Encouragement to experiment, propose new ideas, and implement creative solutions.
- Work‑Life Balance: Flexible scheduling options and remote work policies that respect personal commitments.
- Recognition: Regular acknowledgment of achievements through awards, shout‑outs, and performance bonuses.
Compensation & Benefits
In addition to a competitive base salary of $65,000–$70,000 per year, worksphere offers:
- Health, dental, and vision insurance plans with generous coverage.
- Paid time off (PTO), holidays, and sick leave.
- 401(k) retirement plan with company match.
- Professional development stipend for courses, certifications, and conferences.
- Employee assistance program (EAP) for mental health support.
- Wellness initiatives, including gym memberships, mindfulness sessions, and wellness challenges.
- Employee referral bonuses and performance‑based incentives.
Ready to Make a Difference?
If you are passionate about delivering exceptional customer support, thrive in a dynamic environment, and want to contribute to a mission that improves lives, we invite you to apply for the Email & Chat Support Specialist role at worksphere. Join a team that values your expertise, supports your growth, and celebrates your successes.
Click the link below to submit your application and take the first step toward a rewarding career with worksphere.
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