[Hiring] Customer Service Case Reopening Assistant @HRS Talent Solutions

Role Description

A closed support case can receive a new customer message. This position checks whether that message belongs with the earlier conversation, adds the relevant new information, and passes the case to the right person for another look. It is not a job for settling disputes or overruling an earlier decision. Its value is continuity: the next colleague should see what changed since the case was last handled.

• Start with the customer’s new message and the prior case history.
• Check account identifiers under the employer’s privacy rules.
• Summarize the new information and follow the approved rule for reopening or creating a separate request.
• Use the specified escalation channel for urgent issues instead of waiting for a routine review.
• Keep the case status accurate while it moves to an owner.
• If permitted, send a routine acknowledgement explaining that the new information has been received.

Qualifications

• Clear written communication skills.
• Basic online navigation skills.
• Respect for private records.

Requirements

• Reading a conversation without losing its sequence.
• Comparing a new message with an existing customer record.
• Writing a neutral summary of the unanswered point.
• Using status fields and ownership notes carefully.
• Keeping attachments with the correct account.
• Recognizing when a separate issue needs its own request.
• Asking for help when an urgent or sensitive matter appears.

Benefits

• Pay range: $25.90–$27.65 per hour.
• Full-time or part-time options available.
• Training provided for the case system and reopening rules.

Company Description

You are welcome without prior call centre or office experience.