Remote Escalations Specialist - Clear Handoffs

HRS Talent Solutions; Kitchener; Remote; CAD 66,000 - 69,000; Full time

Job summary

HRS Talent Solutions is seeking a Customer Service Assistant – Escalated Enquiries for a remote, full-time position. You will review conversations, identify what remains unresolved, and relay the right context to the colleague responsible for the next decision.

This role emphasizes careful communication, precise recordkeeping, and accurate handoffs. You will organize customer history, follow approved guidance, and keep status updates to support timely resolutions.

Responsibilities

• Start with the history rather than asking the person to repeat everything.
• Check the online customer record and any approved guidance.
• If information is incomplete, ask a focused question under the employer’s process.
• If the issue is ready for another team, summarize it in plain language and mark its current status accurately.
• After the handoff, keep the case in the correct queue.
• A good escalation also needs the right level of detail.
• State the reason for the handoff and include the relevant reference or prior step.
• If the customer raises a new issue while the first one is under review, note whether it belongs in the same case under the employer’s procedure.

Job description

HRS Talent Solutions is seeking a Customer Service Assistant – Escalated Enquiries for a remote, full-time position. You will review conversations, identify what remains unresolved, and relay the right context to the colleague responsible for the next decision.

This role emphasizes careful communication, precise recordkeeping, and accurate handoffs. You will organize customer history, follow approved guidance, and keep status updates to support timely resolutions.