Live Chat Agent

About CFUF

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, we’ve empowered Baltimore’s underserved residents to overcome barriers, break the cycle of poverty, and build thriving futures. Through our All In strategy, we combine 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.

CFUF is seeking a friendly, clear communicator to support people through live chat. The Live Chat Agent responds to questions about CFUF workforce development and training programs, helps members and Baltimore City residents understand available information and next steps, and connects people with the appropriate staff when they need individualized support. This is an entry-level opportunity with training on CFUF programs and procedures.

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.
• This is an entry-level opportunity. 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