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Virtual Agent Jobs in Illinois (NOW HIRING)

PolyAI

Account Manager

Chicago, IL · Remote

$172K - $192K/yr

Voice of the customer internally within PolyAI, partnering alongside our Deployment Strategists to drive product usage and ongoing quality of the virtual agent Requirements: * Minimum of 4-years ...

Shelter Insurance

Agent

Bourbonnais, IL · On-site

While some sales experience & a degree with general business courses is helpful, our mix of in-house and virtual new agent training schools, paired with continuing industry education courses, helps ...

Shelter Mutual Insurance Company

Agent

Bourbonnais, IL · On-site

While some sales experience & a degree with general business courses is helpful, our mix of in-house and virtual new agent training schools, paired with continuing industry education courses, helps ...

Shelter Mutual Insurance Company

Agent

Rockford, IL · On-site

While some sales experience & a degree with general business courses is helpful, our mix of in-house and virtual new agent training schools, paired with continuing industry education courses, helps ...

Shelter Insurance

Agent

Rockford, IL · On-site

While some sales experience & a degree with general business courses is helpful, our mix of in-house and virtual new agent training schools, paired with continuing industry education courses, helps ...

Shelter Insurance

Insurance Agent

Streator, IL · On-site

While some sales experience & a degree with general business courses is helpful, our mix of in-house and virtual new agent training schools, paired with continuing industry education courses, helps ...

Shelter Insurance

Insurance Agent

Benton, IL · On-site

While some sales experience & a degree with general business courses is helpful, our mix of in-house and virtual new agent training schools, paired with continuing industry education courses, helps ...

Shelter Insurance

Insurance Agent

Macomb, IL · On-site

While some sales experience & a degree with general business courses is helpful, our mix of in-house and virtual new agent training schools, paired with continuing industry education courses, helps ...

Magical Destinations Travel

Customer Service Agent

Chicago, IL · On-site

$16 - $21.50/hr

About the job Customer Service Agent Join Our Team at Magical Destinations Travel Your Gateway to a ... Engage in our group forum and monthly virtual gatherings to share ideas, seek assistance, and ...

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Virtual Agent information

See Illinois salary details

$577

$1.3K

$2.4K

How much do virtual agent jobs pay per week?

As of Aug 21, 2026, the average weekly pay for virtual agent in Illinois is $1,346.25, according to ZipRecruiter salary data. Most workers in this role earn between $1,126.92 and $1,425.00 per week, depending on experience, location, and employer.

What is a virtual agent?

Virtual agents are software programs or AI-driven systems designed to interact with users, typically through chat or voice, to answer questions, provide customer support, or help with various tasks. They can handle simple inquiries automatically and escalate more complex issues to human agents when needed. Virtual agents are commonly used in customer service, IT support, and other industries to improve efficiency and provide 24/7 assistance.

What does a virtual agent do?

A typical workday for a Virtual Agent involves handling customer inquiries via chat, email, or phone, resolving issues, providing information, and sometimes escalating complex cases to supervisors. Virtual Agents often work independently but are closely connected to their teams through digital collaboration tools such as Slack, Microsoft Teams, or Zoom. Regular virtual meetings, chat check-ins, and shared knowledge bases help maintain team cohesion and ensure that agents stay informed about updates or procedural changes. This remote structure requires strong self-motivation and excellent communication skills to deliver consistent customer service while staying aligned with team objectives.

What are the key skills and qualifications needed to thrive as a virtual agent?

To thrive as a Virtual Agent, you need excellent communication skills, problem-solving abilities, and a solid understanding of customer service principles, often supported by a high school diploma or equivalent. Familiarity with customer relationship management (CRM) software, chat platforms, and ticketing systems is typically required. Strong listening skills, patience, and adaptability help Virtual Agents deliver personalized and efficient support. These skills ensure effective remote assistance, enhance customer satisfaction, and contribute to operational efficiency.

What is the difference between Virtual Agent vs Customer Service Representative?

AspectVirtual AgentCustomer Service Representative
CredentialsTypically requires technical skills, knowledge of chat platforms, and sometimes certifications in customer support or ITRequires communication skills, customer service experience, and sometimes a high school diploma or equivalent
Work EnvironmentRemote, often AI-driven or chatbot-based interactionsIn-office or remote, handling inbound calls, emails, or live chats
Industry UsageUsed across tech, retail, banking, and telecom sectors for automated or semi-automated supportCommon in retail, telecom, healthcare, and financial services for direct customer interaction

The main difference is that Virtual Agents are often AI-powered or automated tools designed to handle customer inquiries, while Customer Service Representatives are human agents providing direct support. Virtual Agents focus on automation and efficiency, whereas Customer Service Representatives offer personalized assistance.

How to become a virtual agent?

To become a virtual agent, candidates typically need strong communication skills, proficiency with customer service software, and the ability to work independently. Relevant experience in customer support or technical troubleshooting can be beneficial, and some roles may require specific certifications or training in the company's tools or platforms.

What are the most commonly searched types of Agent jobs in Illinois?

The most popular types of Agent jobs in Illinois are:

What are popular job titles related to Virtual Agent jobs in Illinois?

For Virtual Agent jobs in Illinois, the most frequently searched job titles are:

What job categories do people searching Virtual Agent jobs in Illinois look for?

The top searched job categories for Virtual Agent jobs in Illinois are:

What cities in Illinois are hiring for Virtual Agent jobs?

Cities in Illinois with the most Virtual Agent job openings:

Virtual Agent jobs near you
Infographic showing various Virtual Agent job openings in Illinois as of August 2026, with employment types broken down into 91% Full Time, 7% Part Time, and 2% Contract. Highlights an 38% Physical, 3% Hybrid, and 59% Remote job distribution, with an average salary of $70,005 per year, or $33.7 per hour.

ServiceNow Service Design Analyst

Prophecy Technologies

Chicago, IL • On-site, Remote

Full-time

Posted 10 days ago

Job description

Role Overview:
This role focuses on designing, optimizing, and managing ServiceNow workflows and service delivery processes. The Service Design Analyst will partner with service owners to understand their service delivery processes, pain points, and customer service objectives, translating these needs into clear, actionable ServiceNow workflow requirements. The analyst will continuously evaluate and enhance deployed workflows, acting as a primary point of contact for onboarding new services or improving existing ones, and connecting underlying data with ITSM platform capabilities to produce necessary deliverables.
Key Responsibilities:
  • Analyze business requirements, partnering with service owners to translate needs into clear ServiceNow workflow requirements.
  • Design user-centric ServiceNow workflows, catalogs, request forms, and approval processes, prioritizing ease of use and efficiency.
  • Optimize existing processes by identifying friction points, bottlenecks, and opportunities for improvement.
  • Configure ServiceNow's native functionality (Flow Designer, Catalog Items, Service Portal, notifications, UI policies) to build solutions.
  • Create and analyze "as-is" and "to-be" customer journey maps, service blueprints, and process flow diagrams.
  • Facilitate design thinking workshops to co-create and test new service concepts and prototypes, including wireframes and clickable prototypes.
  • Serve as a ServiceNow advocate, providing guidance and support to service owners.
  • Champion the end-user experience in all workflow design decisions.
  • Lead workshops, interviews, and collaborative sessions to gather detailed requirements and build consensus.
  • Deliver responsive, empathetic, and solution-oriented support to service owners and users.
  • Develop comprehensive process documentation, user guides, and training materials.
  • Maintain an organized inventory of ServiceNow workflows, including ownership, purpose, and SLAs.
  • Create and curate knowledge articles, FAQs, and how-to guides for user self-service.
  • Monitor workflow performance metrics (request completion times, user satisfaction, SLA compliance) to drive improvement initiatives.
  • Proactively recommend workflow enhancements, automation, and integration opportunities.
  • Stay current on ServiceNow releases, new features, and industry best practices.
  • Foster a feedback culture, actively soliciting input from service owners and recipients.
  • Partner with ServiceNow administrators, developers, and architects to ensure technical feasibility and scalability.
  • Collaborate with ITSM, GRC, IAM, and other process owners to align workflows with organizational standards.
  • Support change management, including communication planning, training delivery, and adoption support.

Required Skills:
  • 3-5 years of business analysis experience, with at least 2 years focused on ServiceNow platform workflows and service delivery.
  • Proven track record of designing and implementing ServiceNow workflows, catalogs, and forms.
  • Experience working directly with business stakeholders to gather requirements and manage expectations.
  • Demonstrated commitment to customer service excellence in a technical or IT service delivery environment.
  • Background in user experience (UX) design or human-centered design principles.
  • Experience with Agile/Scrum methodologies and tools (Jira, Confluence).
  • Strong ITSM platform knowledge along with rich ITIL process awareness.
  • Strong Integration knowledge including Integration hub, API, REST, and SOAP based custom integrations into ITSM modules.

Qualifications:
  • 3-5 years of business analysis experience.
  • At least 2 years focused on ServiceNow platform workflows and service delivery.

Preferred Skills:
  • Excellent, clear, direct, compelling verbal and written communication and presentation skills.
  • Strong working knowledge of ServiceNow ITSM modules (Incident, Request, Change, Problem, Knowledge).
  • Experience with ITSM and ITIL processes and best practices.
  • Experience with SIAM in complex service ecosystems.
  • Hands-on experience with ServiceNow Service Catalog, Flow Designer, and Service Portal configuration.
  • Experience building ITSM workflows with Virtual Agent, and experience with NowAssist.
  • Understanding of ServiceNow data model, workflow architecture, and integration capabilities.
  • Familiarity with ServiceNow reporting, dashboards, and performance metrics.
  • Strong facilitation and interviewing skills; proficient in translating user requirements into formal Business Requirement Documents.
  • Ability to manage multiple initiatives, coordinate cross-functional activities, and drive tasks to completion.
  • Genuine passion for helping others, solving problems, and creating positive experiences for users.
  • Strong analytical and problem-solving skills with ability to think strategically and drive results.
  • Proven ability to build relationships and work effectively across technical teams, business units, and leadership levels.
  • Meticulous approach to workflow logic, form design, and documentation.
  • Knowledge of methodologies like Agile, Scrum, and Kanban, as well as design thinking principles.
  • Experience with prototyping, wireframing, and requirements management tools (e.g., Jira, Miro).

Apply