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Virtual Chat Jobs in Baltimore, MD (NOW HIRING)

Towson University

Evening Library Specialist

Towson, MD · On-site

$17 - $22.50/hr

Supports virtual chat reference services during assigned hours. * Assists patrons with questions concerning circulation policies and patron records; refers complex issues to the Circulation Manager.

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How much do virtual chat jobs pay per hour?

As of Aug 30, 2026, the average hourly pay for virtual chat in Baltimore, MD is $24.24, according to ZipRecruiter salary data. Most workers in this role earn between $20.29 and $27.21 per hour, depending on experience, location, and employer.

What is a virtual chat?

Virtual chat jobs involve providing customer service, technical support, or sales assistance through online chat platforms instead of phone or in-person interactions. Employees communicate with customers in real time, answering questions, resolving issues, or offering information via text-based chat systems. These roles are often remote and require strong typing, communication, and problem-solving skills. Some companies may require previous customer service experience, but many offer on-the-job training for new hires.

What skills and qualifications are needed to thrive as a virtual chat support agent?

To thrive as a Virtual Chat Support Agent, you need excellent written communication skills, fast typing abilities, and a high school diploma or equivalent. Familiarity with customer relationship management (CRM) platforms, live chat software, and ticketing systems is typically required. Strong problem-solving, patience, and the ability to multitask help agents stand out in this remote role. These skills ensure efficient, high-quality customer service and build positive brand experiences in a digital environment.

What are common challenges faced by virtual chat agents, and how can they be addressed?

Virtual Chat Agents often encounter challenges such as handling multiple conversations simultaneously, resolving complex customer issues without face-to-face interaction, and maintaining a fast response time. To address these challenges, it's helpful to become highly familiar with company resources and FAQs, use templates and shortcuts judiciously, and develop strong written communication skills. Regular training and feedback from team leads can also improve efficiency and customer satisfaction, making it easier to manage workload and deliver quality service.

What are the most commonly searched types of Chat jobs in Baltimore, MD?

The most popular types of Chat jobs in Baltimore, MD are:

Virtual Chat jobs near you
Infographic showing various Virtual Chat job openings in Baltimore, MD as of August 2026, with employment types broken down into 88% Full Time, 10% Part Time, and 2% Contract. Highlights an 32% Physical, 2% Hybrid, and 66% Remote job distribution, with an average salary of $50,426 per year, or $24.2 per hour.

Evening Library Specialist

Towson, MD • On-site

Towson University
Colleges, Universities, and Professional Schools • 1 - 5K employees

7.2

Company rating: 7.2 out of 10

Based on 15 frontline employees who took The Breakroom Quiz

387th of 627 rated colleges and universities

People enjoy working here

Good employer

Recommended by students

Learn more about Towson Universityexternal

$17 - $22.50/hr

Full-time

Medical, Life, Retirement, PTO

Posted 16 days ago

Job description

Job Summary
Towson University (TU) has earned distinction as both a top-100 public university and one of the nation's great colleges to work for. Located north of Baltimore, TU currently enrolls over 19,000 students and is the second-largest university in the prestigious University System of Maryland. Towson University fosters a climate that is grounded in respect to cultivate the intellectual and personal growth of the entire university community.
As a member of the Library's Access Services department, the Evening Library Specialist provides frontline public service support during evening and weekend hours. This position supports routine access services operations, provides point-of-need reference assistance, and serves as a key resource for patrons and student employee teams. The Evening Library Specialist contributes to circulation operations, virtual chat services, and billing reporting, and provides supervisory support to evening student worker teams in collaboration with their respective supervisors.
Responsibilities and Duties
Public Service Desk & Reference Support
  • Directly supports the Ask Us service desk during evening and weekend hours, providing quality customer service consistent with library standards.
  • Provides point-of-need reference support for basic library questions, including assistance with search strategies, resource identification, and use of electronic databases and equipment.
  • Makes appropriate referrals to subject specialist librarians, Academic Commons units, and other campus services when patron needs exceed the scope of desk support.
  • Supports virtual chat reference services during assigned hours.
  • Assists patrons with questions concerning circulation policies and patron records; refers complex issues to the Circulation Manager.
  • Contributes to assessment of public service desk operations and participates in data-driven service improvement efforts.
  • Supports the library's student success efforts.

General Access Services & Circulation
  • Performs routine Access Services tasks including shelving, checking the book drop, processing returned materials, and maintaining the orderly appearance of the stacks and public areas.
  • Processes library materials for users in a quick, efficient, and courteous manner using the automated circulation system.
  • Runs scheduled and ad hoc billing reports using the integrated library system (ILS) and related tools.
  • Retrieves and loans course reserve items for users; files returned material.
  • Registers patrons for library services and assists with patron record maintenance as appropriate.
  • Assists with consortial borrowing and USMAI transit processing as needed.
  • Supports opening and closing procedures and building safety during evening hours.

Evening Student Employee Supervisory Support
  • Provides on-site supervisory support for evening student worker teams, working in collaboration with each team's designated supervisor.
  • Serves as the point of contact for student employees during evening hours when supervisors are not present; escalates issues as appropriate.
  • Supports the onboarding and ongoing success of student workers by reinforcing training expectations and service standards.

Library and University Service
  • Participates in and contributes to library and university initiatives such as outreach, marketing, assessment, diversity, and curriculum.
  • Participates in and contributes to department, library, and university activities.
  • Serves on library, university, and University System of Maryland committees related to areas of responsibilities.
  • Attends training classes, seminars, and meetingsto increase skills and keep up to date on library trends, developments, and technology.

The regular schedule for this position is Sunday 12:00-8:00 PM and Monday-Thursday 2:00-10:00 PM.
Telework may be available for this position up to two days per week following the completion of 90 days of service in good standing.
Qualifications and Skills
Required Qualifications:
  • Bachelor's degree.
  • One year of experience directly related to the primary duties of the position.

Knowledge of the mission and role of college or university library and its primary customers. Ability to learn and apply contemporary library terminology and functions. General knowledge of traditional and emerging practices for describing and organizing information resources. Understanding and ability to apply library and university computing policies and practices that help ensure information quality, integrity, and security. Ability to apply and enforce U.S. Copyright laws and current trends related to access and use of information resources. Knowledge of basic principles of quality customer service, teamwork, and conflict resolution. Ability to work independently and exercise initiative in applying rules, procedures and instructions. Excellent oral, written, and interpersonal communications skills. Experience and proficiency with one or more technologies or tools used to create, seek, use, or manage information. Ability to learn and operate a variety of common computing and productivity applications (e.g. email, word processing, databases and spreadsheets, content management, web browsers) and specialized library hardware, systems, and software applications. Ability to apply key concepts and best practices for developing, maintaining, and using collections of digital information. Skill in analytical and problem solving. Ability to assist other library staff in selecting and evaluating technology used in libraries.
Except for qualifications established by law, additional related experience and formal education in which one has gained the knowledge, skills, and abilities required for full performance of the work of the job class may be substituted for the education or experience requirement on a year-for-year basis with 30 college credits being equivalent to one year of experience.
Preferred Qualifications:
  • Proficiency in ILS (e.g. Alma) and PeopleSoft software systems.

Salary and Benefits
$48,138 annually and full University benefits that include annual leave, up to 17 holidays, personal and sick days; excellent health, life, and retirement plans; and tuition remission. To learn more about our benefits, please click here . TU also offers a variety of great perks and discounts, which can be found here .
For consideration, please submit a resume and cover letter with your online application. This position will be open for a minimum of 14 days.

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