[Hiring] Customer Case Administration Assistant @HRS Talent Solutions

Role Description

A customer replies after a support case was closed and says the issue continues. The Case Reopening Assistant reads the new message, connects it with the earlier online record, and routes it according to the employer's reopening rules. This part-time remote role does not decide that a concern is resolved or automatically reopen every unrelated question. It combines customer service with accurate office administration.

What changed since the case closed?

• Read the previous resolution and the customer's new information.
• Record the distinction between a continuing issue and a distinct new request.
• If the original case can be reopened, update the status and assign the right owner.
• If a new case is needed, link the history so the customer does not have to repeat everything.
• Do not erase the earlier closure date or imply the person agreed with it.
• Provide a brief acknowledgement to the customer about the new message and the next administrative step.
• If the content suggests urgency, use the designated escalation.
• Avoid duplicate generic emails when another agent is already responding.
• Maintain an organized history to help the next colleague understand what was tried and what remains unanswered.

Responsibilities

• Review assigned replies to closed online support cases.
• Match the message to the correct customer and earlier case.
• Identify a continuing issue or a distinct new request.
• Apply the permitted reopen or linked-case status.
• Preserve the customer's new details in their own words.
• Route urgent or sensitive concerns to the designated team.
• Note the next owner and avoid duplicate acknowledgements.

Qualifications

• Prior customer service or office administration experience is helpful, but not required.
• The company will train beginners on its statuses, privacy rules, and escalation path.
• Ability to read a conversation thread carefully and write a concise note without declaring a problem fixed on someone else's behalf.

Requirements

• Part-time and remote position.
• Paying $29 per hour.
• A private home office or equivalent setting supports customer records.
• The employer will confirm its hours and software.

Application information

• A relevant example may be following up when an earlier solution failed.
• Explain how you kept the history clear for the next person.
• If the hiring team advances you, it may ask you to apply through the company’s website.
• The support team will describe its case workflow during selection.