Customer Feedback Service Representative

HRS Talent Solutions; Scottsdale (AZ); Remote; USD 36,000 - 39,000; Full time

Job summary

HRS Talent Solutions in the United States is seeking a remote Customer Feedback Service Representative to review online customer comments, reply appropriately, and keep the case records up to date. The role emphasizes careful reading, factual notes, and clear communication with customers and internal teams.

In this full-time remote position, you will acknowledge helpful observations, identify unanswered questions, and route unresolved issues to the appropriate service owner following company

Responsibilities

• Review assigned online customer comments and related cases.
• Thank a customer for a specific helpful observation.
• Identify a question that still needs an answer.
• Route unresolved issues to the appropriate service owner.
• Note the response and next action in the customer record.
• Avoid promising a refund or outcome you cannot authorize.
• Keep personal details out of general team summaries.

Job description

Customer Feedback Service Representative

Not every customer comment needs the same response. A thank-you can be acknowledged briefly; a note that reveals an unresolved issue needs a real follow-up. This remote customer service job reviews assigned online feedback in the context of the existing case, writes an appropriate reply and keeps the office administration record current. The work calls for a specific acknowledgment, not a refund promise or a closed service problem simply because the comment sounds polite.

The small question inside a short comment

A person may praise an agent and then mention that one document has not arrived. Read the linked case before replying so the missing document is not lost beneath a generic thank-you. Another comment may describe a confusing page without asking for account help; that observation can go to the relevant content owner. Record which part you answered and which part remains open. The customer should see that the actual point was understood, while the next colleague should see the same status in the case.

A reply that fits the comment

Read the linked case before responding. A positive note can receive a brief thanks, while a question about an unfinished request needs a status check or a referral. If someone reports a serious problem, do not close it with a stock acknowledgment. Place it in the correct online queue, describe the issue plainly, and tell the customer what the next step is under the company's rules.

Comments can arrive through a website form or as a reply to an email. Check whether the same person has already contacted the team so the response fits the conversation. Keep opinions separate from verified facts in your case notes. The office administration portion is simple but important: label the comment, link it to the right record, and leave a clear trail for anyone taking over.

What you would do

Review assigned online customer comments and related cases. Thank a customer for a specific helpful observation. Identify a question that still needs an answer.

Compensation: $26.40 - $28.55 per hour | Full-time remote

Route an unresolved issue to the appropriate service owner. Avoid promising a refund or outcome you cannot authorize. Note the response and next action in the customer record.

Flag a recurring point for a lead without drawing conclusions from one message. Keep personal details out of general team summaries.

Comments that need different treatment

A customer may thank a representative and add a question about a remaining charge. Another may describe an inconvenience without asking for any action. Read both in context. A thoughtful acknowledgment should not accidentally imply the charge has been resolved or that a new investigation is underway when none has been opened. If the message includes a request, create or route the correct follow-up under the company's process.

You may also prepare a brief note for a lead about recurring themes. Keep it factual: which type of question appeared, how many assigned cases you reviewed, and whether the relevant owner received them. Do not publish a customer's words or turn a personal story into an advertisement without authorization. An online comment can contain private information even when it looks casual.

Details to verify before closing a comment

Whether the comment belongs to an existing open case. Whether an action was requested or only feedback offered. Whether a refund or policy issue needs specialist review.

Whether the customer received a specific, appropriate reply. Whether a follow-up has a named owner. Whether the record includes only necessary personal details.

The company will supply response guidance, but you will still need judgment about when a prepared acknowledgment is too shallow. If you are unsure, ask a lead to review the draft. The goal is to treat a short comment as part of a real conversation, while keeping the next action visible.

A quiet home office supports careful reading of customer messages and private records.

Put your name forward

We welcome applicants who are new to a formal customer service role. The employer will show you its online feedback queue, response guidance and escalation path. If your resume shows thoughtful written replies or careful note-taking in any setting, make that clear.

The strongest fit is someone who notices when a pleasant comment still contains a request.