[Hiring] Live Chat Inquiry Assistant @HRS Talent Solutions

Role Description

This role handles routine inquiries in a written channel through web chat. You will read messages, check approved information, provide clear answers or next steps, and record outcomes. More complex issues will be routed to the appropriate team.

• Identify customer inquiries before responding.
• Check available help information and customer records.
• Write concise replies suitable for chat.
• Ask clear questions when essential information is missing.
• Keep conversations and accounts separate.
• Explain handoffs when issues need to be escalated.
• Leave concise summaries of answers or unresolved questions.

Assist customers with finding forms, confirming receipt of requests, or directing them to standard process explanations. Acknowledge questions about charges or account restrictions and route them appropriately.

• Confirm the question you can answer and identify follow-ups.
• Use approved resource links only after verifying relevance.
• Leave notes for disconnected chats to inform the next agent.
• Training will cover the chat platform, response guidance, and escalation signals.

Ensure clarity in fast-paced chats:

• Read previous messages to avoid redundant questions.
• Ask focused follow-up questions if initial messages are vague.
• Check that answers or next steps are clearly stated before ending chats.
• Maintain separate details for each customer to avoid confusion.
• Leave accurate notes for unresolved issues.

When customers switch topics, ensure no questions are lost:

• Provide second answers if possible or open follow-ups as needed.
• Leave accurate notes for colleagues on unresolved inquiries.

Qualifications

• Strong written communication skills.
• Comfortable using browsers.
• Ability to remain calm when questions are unclear.
• Prior experience in live chat, customer service, or office administration is useful but not required.
• Experience in helping people through writing in other roles, school, or volunteering may be relevant.

Requirements

• Full-time availability.
• Dependable internet connection.
• Private home office or suitable space for handling customer details.
• Follow employer’s chat procedures for written records.

Benefits

• Remote work flexibility.
• Opportunity for beginners to learn and grow in the role.

Apply for consideration

Highlight your written assistance experience or ability to find accurate answers in your application. You do not need prior experience with the employer’s chat platform. Candidates willing to follow guidance and ask questions when necessary may be well suited for this role.

If selected for the next step, you may be asked to complete an application on the hiring company’s website. The hiring team will consider transferable skills alongside any direct chat experience.