Customer Service Follow-up Coordinator

HRS Talent Solutions; Nashua (NH); Remote; USD 39,000 - 43,000; Full time

Job summary

HRS Talent Solutions is seeking a Customer Service Follow-up Coordinator for remote work in the United States. The role focuses on promised follow-ups, tracking commitments, and ensuring replies are sent and properly recorded within the case system.

Both full-time and part-time schedules are available. The position pays $28.35 to $30.60 per hour, with responsibilities including reviewing case queues, distinguishing firm dates, and sending timely internal reminders to keep cases current.

Qualifications

• No formal qualifications required; employer provides training.

Responsibilities

• Review assigned commitments in the online case queue.
• Distinguish a firm date from a conditional follow-up.
• Note the responsible person and next action.
• Send timely internal reminders using approved wording.
• Check for a recorded outgoing customer update.
• Escalate an overdue commitment under team rules.
• Keep related customer messages together.

Job description

Customer Service Follow-up Coordinator

Customer Service · Promised Follow-ups

Remote · Full-time / Part-time · $28.35 - $30.60 per hour

A promise to update a customer has a different status from a draft response sitting in a queue. This remote office administration job tracks the commitment, checks whether a customer service reply was actually sent and reminds the responsible owner when needed. Full-time and part-time schedules can both be used. You will not write a specialist’s answer or quietly move a promised date.

Make the promise visible

A case may have several dates: when it opened, when it was assigned, and when a reply was promised. Check the source message and record the actual commitment. If it says “after we hear from the supplier” rather than giving a date, avoid inventing one. Follow the employer's rules for a status check or escalation. A reminder to a case owner should include the customer's reference and the pending action, without repeating a whole private conversation.

When an owner confirms that a reply was sent, check the case record before marking the commitment complete. A draft response is not a delivered response. If a customer writes again in the meantime, attach the new message to the active case and bring it to the owner's attention. Keep an honest record of a missed deadline so the team can respond promptly.

The date comes from the message

One colleague may promise an update by Friday; another may say the team will reply after a supplier responds. The first is a dated commitment, while the second depends on an event. Record the wording and the source instead of turning both into a generic reminder. If the owner cannot meet a firm date, elevate under the employer’s rules so the customer can receive a truthful update. A completed tracking item should point to an outgoing message, not merely a drafted reply.

• Review assigned commitments in the online case queue.
• Distinguish a firm date from a conditional follow-up.
• Note the responsible person and next action.
• Send timely internal reminders using approved wording.
• Check for a recorded outgoing customer update.
• Escalate an overdue commitment under team rules.
• Keep related customer messages together.

An overdue commitment

Suppose a case owner promised an update by Wednesday, but the specialist review continues Thursday. Your record should show the original promise and the current status. Notify the owner or lead under the employer process so the customer receives an honest update. Do not change Wednesday to Friday in the tracker to make a report look current.

A conditional commitment is different. “We will reply once the supplier responds” may require a periodic internal status check without implying a specific customer deadline. The team will provide timing rules. When several requests depend on the same specialist, keep each customer case connected to its own follow-up history rather than combining private details into one general message.

Completion evidence

• The outgoing customer reply is recorded in the proper case.
• The reply addresses the pending question or explains its status.
• The promised recipient and channel are correct.
• A new commitment has an owner and clear timing, if supplied.
• An escalation is documented when the original promise is missed.
• A draft message is not mistaken for one that was sent.

This work asks for tact with coworkers as well as customers. A reminder is a useful signal, not an accusation. Training covers how to ask for an update, when to involve a lead, and what evidence closes the tracking item.

A focused home office supports orderly review of online cases and their commitments.

Application details

You can start without experience in a service queue. The employer will teach commitment labels, reminder steps and escalation rules.

If your resume shows that you kept a task visible for a team, that is relevant. Courteous reminders and accurate status checks are the essential starting skills.