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Chat Support Jobs in Rochester, NY (NOW HIRING)

Ulta Beauty, Inc.

Lead Cashier

Victor, NY · On-site

$15.25 - $18.75/hr

The Lead Cashier supports the leadership team with open and close register functions, associate exit inspections and cashier chat in/outs, requires a passion for the guest experience, process ...

Ulta Beauty, Inc.

Lead Cashier

Rochester, NY · On-site

$15.50 - $18.75/hr

The Lead Cashier supports the leadership team with open and close register functions, associate exit inspections and cashier chat in/outs, requires a passion for the guest experience, process ...

Ulta Beauty, Inc.

Lead Cashier

Rochester, NY

$15.50 - $18.75/hr

The Lead Cashier supports the leadership team with open and close register functions, associate exit inspections and cashier chat in/outs, requires a passion for the guest experience, process ...

Ulta Beauty

Lead Cashier

Rochester, NY · On-site

$15.50 - $18.75/hr

The Lead Cashier supports the leadership team with open and close register functions, associate exit inspections and cashier chat in/outs, requires a passion for the guest experience, process ...

Ulta Beauty, Inc.

Lead Cashier

Victor, NY · On-site

$15.25 - $18.75/hr

The Lead Cashier supports the leadership team with open and close register functions, associate exit inspections and cashier chat in/outs, requires a passion for the guest experience, process ...

Ulta Beauty

Lead Cashier

Victor, NY · On-site

$15.25 - $18.75/hr

The Lead Cashier supports the leadership team with open and close register functions, associate exit inspections and cashier chat in/outs, requires a passion for the guest experience, process ...

Paylocity

Call Center Support Specialist

Pittsford, NY · On-site

$17 - $23/hr

The Support Specialist I plays a pivotal role within our organization, acting as the front-line support and dedicated resource for employees of Paylocity's Spending Accounts and COBRA clients. In ...

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All JobsChat Support JobsChat Support Jobs in Rochester, NY

Chat Support information

See Rochester, NY salary details

$14

$25

$44

How much do chat support jobs pay per hour?

As of Aug 7, 2026, the average hourly pay for chat support in Rochester, NY is $25.70, according to ZipRecruiter salary data. Most workers in this role earn between $18.99 and $27.98 per hour, depending on experience, location, and employer.

What are some common challenges faced by chat support representatives, and how can they be managed effectively?

Chat support representatives often encounter challenges such as handling multiple conversations simultaneously, addressing complex customer issues without visual cues, and maintaining a friendly tone under pressure. To manage these effectively, it's important to develop strong multitasking skills, utilize knowledge bases or canned responses for efficiency, and practice patience and empathy during interactions. Regular training and open communication with teammates and supervisors also help in sharing best practices and troubleshooting difficult cases.

What is the difference between Chat Support vs Customer Service Representative?

AspectChat SupportCustomer Service Representative
Primary RoleHandle customer inquiries via live chat platformsAssist customers through phone, email, or in-person interactions
Work EnvironmentOnline, computer-based, often remoteOffice, call center, or remote
Required SkillsTyping speed, written communication, problem-solvingVerbal communication, empathy, multitasking
Common CertificationsNone typically required, but customer service or communication courses helpCustomer service certifications may be preferred

Chat Support and Customer Service Representative roles both focus on assisting customers, but Chat Support specializes in online live chat interactions, while Customer Service Representatives may handle calls, emails, or in-person support. Both roles require strong communication skills, but Chat Support emphasizes written communication and quick typing, often in a remote setting. Understanding these differences helps job seekers find the right position aligned with their skills and preferences.

Are remote chat support jobs legit?

Remote chat support jobs are legitimate positions that involve assisting customers via online chat platforms. They often require good communication skills, basic computer knowledge, and sometimes specific training or certifications. However, job seekers should research employers to avoid scams and verify the legitimacy of offers before committing.

What are the key skills and qualifications needed to thrive as a chat support representative?

To thrive as a Chat Support representative, you need strong written communication skills, problem-solving abilities, and familiarity with customer service practices, often supported by a high school diploma or equivalent. Proficiency with live chat platforms, CRM systems, and ticketing tools is typically required. Patience, empathy, and the ability to multitask effectively help you stand out in handling diverse customer needs. These skills ensure efficient, accurate, and positive customer interactions, which are vital for customer satisfaction and retention.

What is a chat support representative?

Chat Support representatives are professionals who assist customers through online chat platforms. They handle inquiries, resolve issues, provide information about products or services, and guide users through troubleshooting steps, all via text-based communication. Chat Support agents are often the first point of contact for customers needing help, and they play a crucial role in ensuring customer satisfaction by responding promptly and efficiently to messages. Their work may involve using specialized software to manage multiple conversations, access customer information, and escalate complex issues to higher-level support when necessary.

How do you become a chat support agent?

To become a chat support agent, candidates typically need a high school diploma or equivalent, strong communication skills, and basic computer proficiency. Some employers prefer prior customer service experience or familiarity with chat platforms and tools. Training is often provided by the employer to familiarize new agents with company policies and software.
What are the most commonly searched types of Chat Support jobs in Rochester, NY? The most popular types of Chat Support jobs in Rochester, NY are:
What are popular job titles related to Chat Support jobs in Rochester, NY? For Chat Support jobs in Rochester, NY, the most frequently searched job titles are:
What job categories do people searching Chat Support jobs in Rochester, NY look for? The top searched job categories for Chat Support jobs in Rochester, NY are:
What cities near Rochester, NY are hiring for Chat Support jobs? Cities near Rochester, NY with the most Chat Support job openings:
Chat Support jobs near you
Infographic showing various Chat Support job openings in Rochester, NY as of August 2026, with employment types broken down into 60% Full Time, 20% Part Time, and 20% Contract. Highlights an 100% In-person job distribution, with an average salary of $53,457 per year, or $25.7 per hour.

Customer Experience Agent - Team Lead

Tompkins Community Bank

Batavia, NY • On-site

$22/hr

Full-time

Medical, Dental, Vision, Retirement, PTO

Re-posted 15 days ago

Tompkins Community Bank rating

8.4

Company rating: 8.4 out of 10

Based on 12 frontline employees who took The Breakroom Quiz

39th of 170 rated banks

Job description

Overview
Selected candidate must be able to work in the office three (3) days per week at our Batavia, NY Admin office or Ithaca, NY headquarters office.
The Customer Experience Agent - Team Lead is responsible for delivering exceptional customer service by handling inbound and outbound calls, responding to email inquiries, and engaging with customers via Banno conversations and chat within a dynamic care center environment. Serves as a key escalation point for complex inquiries across all bank products, utilizing advanced knowledge and problem-solving skills to ensure customer satisfaction and retention. In addition to customer-facing responsibilities, this role plays a critical part in team development by mentoring new team members, facilitating their integration into the Tompkins culture, and guiding them through policies, procedures, and best practices. Acts as a trusted resource for peers, providing ongoing support and training to enhance team performance and service quality.
Responsibilities
Customer Interaction & Support
  • Serve as the initial point of customer contact across phone and digital platforms, delivering a cohesive and responsive omni-channel experience that reflects the organization's commitment to excellence.
  • Resolve complex inquiries on first contact; escalate when necessary while maintaining ownership and follow-up.
  • Coach and mentor new team members on best practices for handling inbound calls, while supporting their integration into the Tompkins culture, policies, procedures, and team dynamics.
  • Demonstrate and promote a strong commitment to delivering a best-in-class experience for both internal and external customers.
  • Support team performance by modeling exemplary service behaviors and assisting peers with challenging interactions.
  • Collaborate with supervisors and other departments to ensure seamless issue resolution and continuous improvement in service quality.

Digital Banking Support
  • Assist customers with navigating digital banking platforms, including mobile and online tools.
  • Identify and resolve login issues, transaction errors, and other digital access concerns.

Debit Card Assistance
  • Support activations, replacements, and PIN resets while following security protocols.
  • Investigate and report disputes, unauthorized transactions, and fraud claims.
  • Collaborate with internal teams to resolve complex card-related issues

Digital Contact Processing:
  • Deliver consistent, high-quality service across all digital channels, including live chat, secure messaging, and email, ensuring a seamless and unified customer experience.
  • Prioritize First Contact Resolution (FCR) by thoroughly understanding customer needs and resolving inquiries or issues during the initial interaction whenever possible.
  • Demonstrate agility in switching between communication platforms while maintaining professionalism, accuracy, and empathy.
  • Leverage available tools to provide timely, informed, and personalized responses that align with the bank's service standards.
  • Collaborate with internal teams to ensure continuity of service and resolution of complex issues that span multiple channels.
  • Provides after-hours support assigned on a rotating basis. Work rotating shifts, weekends and holidays as required. Schedule subject to change based on needs of the department and customer demand.

Security & Compliance
  • Follow identity verification protocols to protect customer data and prevent fraud.
  • Monitor for suspicious activity and ensure compliance with internal policies and banking regulations.

Team Collaboration & Communication
  • Collaborate with team members and leadership to meet individual and team performance goals, including call handling time, quality assurance, and customer satisfaction metrics.
  • Participate in training and team sessions to support continuous improvement.
  • Identify operational gaps and collaborate with Customer Care Center leadership to enhance team effectiveness by ensuring the availability of appropriate tools, resources, and documented procedures.

Product Knowledge & Promotion
  • Maintain knowledge of bank products, services, and promotions.
  • Proactively identify and promote relevant offers during customer interactions.

Administrative & Operational Duties
  • Accurately document customer interactions and outcomes in the CRM system.
  • Follow assigned schedules, including rotating shifts, weekends, and holidays.
  • Perform additional tasks as needed to support the Customer Care Center.

Qualifications
  • High School Diploma or equivalent and a minimum of three (3) to five (5) years of experience in banking, with demonstrated proficiency in bank systems, products, and services across multiple customer service channels (email, chat, calls) required.
  • Proven experience in customer care center operations, including systems, tools, and procedures used to manage and resolve customer inquiries efficiently.
  • Demonstrated ability to take full ownership of issues, applying a variety of methods and resources to ensure complete and accurate resolution.
  • Strong written communication skills with the ability to craft clear, empathetic, and professional responses tailored to diverse customer needs.
  • Collaborative mindset with the ability to work cross-functionally to resolve complex customer issues.

Benefits
  • Medical
  • Dental
  • Vision
  • 401(k) Match
  • Profit Sharing
  • Paid Time Off
  • 11 Holidays
  • Tuition Reimbursement
  • Free Parking throughout Tompkins Community Bank
  • Employee Referrals

EEO Statement
Tompkins is committed to a policy of Equal Employment Opportunity ("EEO") with respect to all team members and applicants for employment and a work environment free from discrimination (including unlawful harassment) based on race, color, religion, sex, sexual orientation, transgender status, gender non-conformity, gender identity, gender expression, national origin, age, marital status, domestic violence victim status, disability, predisposing genetic characteristics, military or veteran status or status in any group protected by federal, state, or local law.
For more information, please click here
#communitybank
Pay Range
USD $22.00 - USD $25.00 /Hr.

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