Customer Service Callback Preferences Clerk

HRS Talent Solutions; Pickering; Remote; CAD 33,000 - 35,000; Part time

Benefits offered by this job

Private home office

Job summary

HRS Talent Solutions is seeking a part-time remote Customer Service Callback Preferences Clerk in Canada. You will record customer preferred contact windows, time zones, and hand off to the appropriate specialist while following verification and privacy steps.

The role emphasizes careful office administration and precise written communication. You will manage written customer messages, update preferences in cases, and ensure that no appointment is assumed without explicit confirmation.

Qualifications

• Part-time remote clerk handling callback preferences.
• Excellent written communication and calendar awareness.
• Ability to record preferences and handoff to specialists.
• Follow verification and privacy steps when updating requests.

Responsibilities

• Review assigned online cases awaiting specialist callbacks.
• Record preferred contact windows and time zones.
• Distinguish suggested windows from confirmed calls.
• Update preferences in the same case after changes.
• Route urgent concerns under escalation rules.
• Maintain visibility of the follow-up owner.
• Communicate clearly and avoid overpromising.

Skills

Written communication

Scheduling

Customer service

Record keeping

Job description

Customer Service Callback Preferences Clerk

Customer Service
Callback Preferences | Remote | Full-time or part-time | 23.60-25.10 per hour

The employer will confirm the specific hours and equipment for the opening.

A customer has a question that needs a specialist, and the team plans to call them back. The Customer Service Callback Preferences Clerk asks when the customer can be reached, records that preference in the online case, and gives the specialist a clear handoff. This part-time remote role involves written customer service and careful office administration. You will not answer specialist questions or promise a specific callback time without confirmation.

A preference is not an appointment

A person may say they are available on Tuesday afternoon. Record the stated window and time zone, then follow the employer's process for routing it. Do not label it as a booked call if no specialist has accepted it. If the customer changes the number to use, follow verification instructions before entering it. If several people share an account, check who asked to be contacted and what the team is allowed to discuss with them.

A clear reply can acknowledge the request and explain what the team will do next. If the specialist cannot meet the suggested time, communicate an approved alternative rather than leaving the customer with an implied promise. The case should show the original question, contact preference, and next owner without repeating unnecessary private details in a general calendar.

A customer may be reachable only after a certain hour, yet the support agent's calendar has not been checked. Record the person's preferred windows and time zone as preferences, not as a confirmed appointment. If the customer changes the number or asks to use email instead, follow the approved verification and privacy steps before updating the request. Make the unresolved issue visible to the callback owner so the next conversation starts with context. A concise message can confirm that the preference was received without claiming a call will happen at an unapproved time.

Tasks you may handle

• Review assigned online cases awaiting a specialist callback.
• Ask for a useful contact window through approved email wording.
• Record the preferred number, time, and stated time zone.
• Distinguish a suggested window from a confirmed call.
• Update a changed preference in the same case.
• Route an urgent concern under the employer's escalation rules.
• Keep a visible owner for the follow-up.

Experience with scheduling or customer messages can help, though a newcomer is welcome. Training covers the employer's case system, contact verification, and response limits. You should be comfortable writing short messages and reading dates carefully. A beginner who knows when to ask a question can do well here.

Useful distinctions for the callback record

• A customer suggests a time but no agent has accepted it.
• The specialist has confirmed an actual call appointment.
• The preferred number differs from the one on the account.
• A customer has withdrawn the request for a callback.
• A case is urgent and follows a separate escalation route.
• An earlier call was missed and needs a new instruction.

A request may be passed between teams during the day. Before asking for availability again, check whether someone already collected it and whether the preference is still current. If the customer offers several windows, preserve the order they gave rather than collapsing them into "afternoon." If no one is available at the requested time, the specialist or scheduler must choose the alternative. You can help by sending a clear question and keeping the response attached to the original issue. Do not put a sensitive account summary in a broad calendar invitation. The handoff should include the minimum context needed to prepare for the call and a reliable way to reach the person.

This work calls for a clear distinction between availability and a confirmed appointment. That small difference prevents a customer from waiting for a call that was never booked.

A private home office or comparable space helps keep callback details away from shared devices.