[Hiring] Customer Message Escalation Assistant @HRS Talent Solutions

Role Description

The Customer Message Escalation Assistant keeps the transition clear when a routine answer is not enough. Responsibilities include:

• Reading existing conversations and identifying unresolved issues.
• Sending the right context to the colleague responsible for the next decision.
• Maintaining careful communication and recordkeeping.
• Describing the question and checks already made.
• Summarizing issues in plain language for handoff.
• Keeping cases in the correct queue and attaching replies to existing cases.
• Noting whether new issues belong in the same case under employer’s procedure.
• Acknowledging customer concerns and explaining next steps using approved wording.

Qualifications

• Clear written communication skills.
• Ability to organize information from multiple sources.
• Experience with office administration, including shared inboxes or task tracking (direct experience is useful but not required).
• Welcoming applicants with little experience; the employer can teach escalation categories and systems.

Requirements

• A suitable home office or similarly private setting for remote work.
• Ability to handle written questions and keep cases organized.
• Experience in direct escalation is welcome but not mandatory.

Benefits

• Remote work opportunity.
• Supportive training for escalation categories and systems.