Customer Callback Support Assistant

HRS Talent Solutions; Youngstown (OH); Remote; USD 31,000 - 44,000; Part time

Job summary

HRS Talent Solutions is seeking a part-time callback support assistant to manage customer contact preferences and coordinate specialist callbacks remotely in the United States.

This role focuses on written customer service, careful record-keeping, and ensuring accurate handoffs. Training is provided to learn the case system, verification steps, and response guidelines. Ability to work independently from a home office is preferred.

Qualifications

• Experience in customer service or office administration is helpful but not required.
• Ability to record call preferences and prepare handoffs accurately.
• Comfort with written communication and attention to detail.

Responsibilities

• Review assigned online cases awaiting a specialist callback.
• Record customer availability, time window, and time zone.
• Provide clear handoffs to the assigned specialist.
• Update preferences when customers change details.
• Route urgent concerns according to escalation rules.
• Maintain a visible owner for follow-up.

Skills

Customer service

Office administration

Job description

Customer Callback Support Assistant

Part-time remote work | $27 per hour. A private home office or other suitable space supports customer details. 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 Callback Preference Assistant 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.

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.

Customer service or office administration experience is helpful, but not required. 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.