[Hiring] Customer Service Escalation Assistant @HRS Talent Solutions

Role Description

The Customer Message Escalation Assistant keeps the transition clear when routine answers are not enough. Responsibilities include:

• Reading existing conversations and identifying unresolved issues.
• Sending the right context to the colleague responsible for the next decision.
• Communicating carefully and maintaining accurate records.
• Summarizing customer requests and previous communications for the receiving team.
• Keeping cases in the correct queue and attaching replies to existing cases.
• Providing the right level of detail for escalations.
• Noting whether new issues belong in the same case under employer procedures.

Qualifications

• Ability to organize information from multiple emails.
• Experience with online case tools without mixing customer details.
• Office administration experience, including shared inboxes or task tracking.
• Direct experience in customer service is useful but not required.
• Careful reading and courteous writing skills.

Requirements

• Ability to acknowledge customer concerns and explain next steps using approved wording.
• Judgment within clear limits; cannot approve changes based solely on customer frustration.
• Willingness to learn escalation categories and systems.
• Open to applicants with little experience.

Benefits

• Remote work opportunity.
• Compensation of $31 per hour.
• Part-time or full-time positions available.
• Private home office or suitable workspace to protect customer information.