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Remote Chat Jobs in Troy, IL (NOW HIRING)

Copeland

Customer Service Manager

Saint Louis, MO · On-site +1

Experience managing remote or globally dispersed teams. * Experience supporting ERP implementations, system migrations, or business transformation initiatives. * Salesforce experience. * Experience ...

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Remote Chat information

What is a remote chat job?

Remote chat jobs are positions where employees communicate with customers or clients primarily through online chat platforms rather than over the phone or in person. These roles are often found in customer service, technical support, sales, and online moderation. Remote chat agents typically answer questions, resolve issues, and provide information, all while working from home or any location with internet access. The main advantage of these jobs is the flexibility and convenience they offer, making them popular for people seeking remote work opportunities.

What are the key skills and qualifications needed to thrive as a remote chat support representative, and why are they important?

To thrive as a Remote Chat Support Representative, you need excellent written communication skills, fast typing abilities, and experience in customer service, often supported by a high school diploma or equivalent. Familiarity with live chat platforms, CRM systems, and help desk software is typically required. Strong problem-solving, patience, and the ability to multitask effectively are essential soft skills for this role. These skills and qualities are crucial for delivering prompt, accurate, and empathetic support to customers in a virtual environment.

What are some common challenges faced by remote chat support agents and how can they be addressed?

Remote chat support agents often face challenges such as handling multiple conversations simultaneously, maintaining a high level of customer satisfaction without face-to-face interaction, and managing distractions in a home environment. To address these, agents can use tools that help organize chats, follow clear communication guidelines, and set up a dedicated workspace to minimize interruptions. Regular check-ins with team leads and ongoing training sessions also help agents stay connected with their team and up-to-date on best practices.

What is a remote chat job?

Remote chat jobs involve providing customer service or support via a chat application. Your job duties in this online job vary slightly depending on the type of support that you provide. A customer service representative works to answer questions and help customers with basic troubleshooting, ordering products or services, or technical issues. You can perform your responsibilities in a remote location using a virtual chat application. If you are unable to assist the customer or client, you refer them to other employees. Remote chat agents either work for a single employer or different companies on a freelance basis.

What is the difference between Remote Chat vs Remote Customer Support Agent?

AspectRemote ChatRemote Customer Support Agent
Primary RoleEngages with customers via live chat to resolve inquiries and provide assistanceHandles customer issues through various channels, including phone, email, and chat
Required SkillsExcellent written communication, problem-solving, multitaskingStrong communication skills, empathy, technical knowledge
Work EnvironmentOnline, computer-based, flexible hoursRemote, often multi-channel, may include shift work
Common CertificationsCustomer service certifications, technical support trainingCustomer service certifications, technical support certifications

Remote Chat specialists focus primarily on live online interactions, providing quick responses via chat. Remote Customer Support Agents may handle multiple channels, including chat, but often involve phone and email support as well. Both roles require strong communication skills and customer service experience, but Remote Chat is more specialized in real-time online engagement, while Remote Customer Support Agents have a broader support scope.

More about Remote Chat jobs
What are the most commonly searched types of Chat jobs in Troy, IL? The most popular types of Chat jobs in Troy, IL are:
What are popular job titles related to Remote Chat jobs in Troy, IL? For Remote Chat jobs in Troy, IL, the most frequently searched job titles are:
What job categories do people searching Remote Chat jobs in Troy, IL look for? The top searched job categories for Remote Chat jobs in Troy, IL are:
What cities near Troy, IL are hiring for Remote Chat jobs? Cities near Troy, IL with the most Remote Chat job openings:
Remote Chat jobs near you
Infographic showing various Remote Chat job openings in Troy, IL as of August 2026, with employment types broken down into 69% Full Time, 14% Part Time, and 17% Contract. Highlights an 100% Remote job distribution.

Customer Service Manager

Copeland

Saint Louis, MO • On-site, Remote

Full-time

Medical, Dental, Vision, Retirement

Posted 22 days ago

Copeland rating

8.1

Company rating: 8.1 out of 10

Based on 40 frontline employees who took The Breakroom Quiz

152nd of 487 rated machine equipment manufacturers

Job description

About Us

We are a global climate technologies company engineered for sustainability. We create sustainable and efficient residential, commercial and industrial spaces through HVACR technologies. We protect temperature-sensitive goods throughout the cold chain. And we bring comfort to people globally. Best-in-class engineering, design and manufacturing combined with category-leading brands in compression, controls, software and monitoring solutions result in next-generation climate technology that is built for the needs of the world ahead.

Whether you are a professional looking for a career change, an undergraduate student exploring your first opportunity, or recent graduate with an advanced degree, we have opportunities that will allow you to innovate, be challenged and make an impact. Join our team and start your journey today!

Business Platform:Commercial & Residential Solutions
Business Unit:Comfort Control
Location:St. Louis, MO (Hybrid)
Reports To:Director, Customer Experience
Position Summary
The Customer Service Manager is responsible for leading customer service operations and supporting service excellence across multiple customer-facing teams. This role oversees daily customer service activities, develops and coaches employees, drives process improvements, manages escalations, and supports strategic business initiatives including system and process transformations.
The Customer Service Manager will partner closely with Sales, Operations, Supply Chain, Technical Support, Manufacturing, and other cross-functional teams to ensure a positive customer experience and promote ease of doing business with Copeland.
This role is ideal for a hands-on leader who enjoys developing people, leading through change, improving processes, and creating consistent customer service experiences across geographically dispersed teams.
Key Responsibilities
Leadership & Team Development
  • Lead, coach, and develop customer service professionals across multiple locations.
  • Foster a high-performance, customer-focused culture built on accountability, collaboration, and continuous improvement.
  • Conduct performance reviews, provide ongoing coaching, and support employee development.
  • Assist with hiring, onboarding, training, and succession planning activities.
  • Effectively manage employee relations, performance concerns, and conflict resolution.
Customer Service Operations
  • Oversee day-to-day customer service activities and ensure service levels are consistently achieved.
  • Manage customer escalations and drive issues to timely resolution.
  • Support workflow management and resource allocation across customer-facing teams.
  • Ensure customers, internal stakeholders, and business partners receive responsive and effective support.
Process Improvement & Change Leadership
  • Identify opportunities to improve customer service processes and drive operational efficiencies.
  • Lead standardization efforts across customer service teams and locations.
  • Support business transformation initiatives, including ERP implementations and system migrations.
  • Champion change management initiatives and drive adoption of new processes and tools.
Metrics & Analysis
  • Monitor and analyze customer service performance metrics and trends.
  • Support Request Date Service Level (RDSL) and other operational performance initiatives.
  • Utilize data to identify improvement opportunities and drive business decisions.
  • Prepare reports and communicate key insights to leadership.
Cross-Functional Collaboration
  • Partner with Sales, Supply Chain, Manufacturing, Technical Support, Product Management, and Operations teams to improve customer outcomes.
  • Act as a customer advocate while balancing business objectives and operational requirements.
  • Support initiatives focused on improving customer satisfaction and operational execution.
Required Qualifications
  • Bachelor's degree preferred; High School Diploma or GED required.
  • 5+ years of customer service, customer support, customer operations, or related experience.
  • 3+ years of people leadership experience with direct responsibility for employee coaching, development, and performance management.
  • Proven experience leading teams in a fast-paced environment.
  • Strong problem-solving, organizational, and communication skills.
  • Experience managing customer escalations and resolving complex issues.
  • Proficiency with Microsoft Office applications, including Excel.
  • Ability to work effectively across multiple functions and organizational levels.
Preferred Qualifications
  • Experience leading customer service teams within a manufacturing, industrial, distribution, or technical product environment.
  • Experience managing remote or globally dispersed teams.
  • Experience supporting ERP implementations, system migrations, or business transformation initiatives.
  • Salesforce experience.
  • Experience supporting HVAC, controls, industrial, or technical product businesses.
  • Experience with operational metrics, service-level management, and continuous improvement initiatives.
Success in This Role
Within the first 12 months, the successful candidate will:
  • Build strong relationships with customer service and cross-functional teams.
  • Gain a solid understanding of Copeland's products, systems, customers, and processes.
  • Help align customer service teams around consistent processes and best practices.
  • Support ongoing business transformation and ERP initiatives.
  • Improve operational efficiency while maintaining a strong customer-focused culture.
  • Drive accountability and develop team capabilities across geographically dispersed locations.

Our Commitment to Our People

Across the globe, we are united by a singular Purpose: Sustainability is no small ambition. That's why everything we do is geared toward a sustainable future-for our generation and all those to come. Through groundbreaking innovations, HVACR technology and cold chain solutions, we are reducing carbon emissions and improving energy efficiency in spaces of all sizes, from residential to commercial to industrial.

Our employees are our greatest strength. We believe that our culture of passion, openness, and collaboration empowers us to work toward the same goal - to make the world a better place. We invest in the end-to-end development of our people, beginning at onboarding and through senior leadership, so they can thrive personally and professionally.

Flexible and competitive benefits plans offer the right options to meet your individual/family needs: medical insurance plans, dental and vision coverage, 401(k) and more. We provide employees with flexible time off plans, including paid parental leave, vacation and holiday leave.

Together, we have the opportunity - and the power - to continue to revolutionize the technology behind air conditioning, heating and refrigeration, and cultivate a better future. Learn more about us and how you can join our team!

Our Commitment to Inclusion & Belonging

At Copeland, we cultivate a strong sense of inclusion and belonging where individuals of all backgrounds, and with diverse perspectives, are embraced and treated fairly to enable a stronger workforce. Our employee resource groups play an important role in culture and community building at Copeland.

Work Authorization

Copeland will only employ those who are legally authorized to work in the United States. This is not a position for which sponsorship will be provided. Individuals with temporary visas such as E, F-1 with OPT or CPT, H-1, H-2, L-1, B, J or TN, or who need sponsorship for work authorization now or in the future, are not eligible for hire.

Equal Opportunity Employer

Copeland is an Equal Opportunity/Affirmative Action employer. All qualified applicants will receive consideration for employment without regard to sex, race, color, religion, national origin, age, marital status, political affiliation, sexual orientation, gender identity, genetic information, disability or protected veteran status. We are committed to providing a workplace free of any discrimination or harassment.

If you have a disability and are having difficulty accessing or using this website to apply for a position, please contact: copeland.careers@copeland.com

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