Resolution Check-in Assistant

HRS Talent Solutions; Augusta (GA); Remote; USD 36,000 - 47,000; Full time

Job summary

HRS Talent Solutions is seeking a Resolution Check-in Assistant to support remote customer care. You will review cases, send follow-ups when appropriate, and update case history with accurate notes.

The role focuses on listening, precise record-keeping, and respectful communication. Applicants should be comfortable with short, clear emails and adhering to process-driven steps. This position offers flexible hours with remote work options.

Responsibilities

• Review assigned online support cases for follow-up eligibility.
• Check the last message and any promised action before writing.
• Record a reply in the correct case without changing its meaning.
• Refer unresolved or sensitive concerns to the designated team.
• Update permitted status fields and note the next owner.
• Respect contact limits and requests for no further follow-up.

Job description

Resolution Check-in Assistant

A case can be marked answered while the customer still needs help. The Resolution Check-in Assistant reviews assigned resolved cases, sends a brief follow-up when the company's process calls for it, and updates the online status from the customer's response. This remote customer service role is about listening and accurate records. You will not pressure someone to say they are satisfied or close a complaint that needs a specialist.

A useful check-in

Read the earlier exchange before contacting a customer. If they already confirmed the issue is resolved, another message may be unnecessary. If a promised action is still pending, ask the owner for a status rather than asking the customer to repeat the request. An approved check-in might ask whether the instructions worked or whether a specific question remains. It should leave room for an honest answer and not suggest that a negative response is inconvenient.

When the person replies, record what they said. A simple “thank you” can close a routine case under the employer's rule, while a new problem may need a new ticket or referral. Do not rewrite a customer's dissatisfaction as a positive outcome. Office administration matters because a clear case history helps the next person know what was tried, what worked, and what still needs attention.

Possible tasks

• Review assigned online support cases for follow-up eligibility.
• Check the last message and any promised action before writing.
• Send the approved question through the customer's preferred channel.
• Record a reply in the correct case without changing its meaning.
• Refer unresolved or sensitive concerns to the designated team.
• Update permitted status fields and note the next owner.
• Respect contact limits and requests for no further follow-up.

Prior customer service or office administration work can help, but it is not required. The employer will train you on its case categories, scripts, and referral path. You should be comfortable with short, natural email and willing to accept that a customer may say the issue is not fixed. Accurate notes and respectful timing matter more than a particular software background.

This position supports remote work on a part-time or full-time schedule. A private home office or another suitable setting supports customer conversations. Pay is $30 per hour. The hiring company will confirm hours and equipment.

A follow-up is not always needed

• The customer has already confirmed a resolution.
• The team is still completing a promised action.
• The person asked not to be contacted again.
• An escalation owner is already speaking with them.
• The reply was sent only moments ago.
• The case has an approved follow-up date in the future.

When a check-in is appropriate, refer to the actual issue in simple words. Avoid a vague “just checking in” that makes someone reread the thread to understand what you mean. If the customer reports that a suggested step failed, record that result and send it to the team that can help. An unsuccessful outcome is useful information, not a problem to conceal. The company's training will show you when to reopen a case and when to create a separate one.

When a customer replies with a new question, do not mark the earlier issue unresolved automatically. Capture both points so the team can decide whether the new question belongs in the same case. A good check-in gives the next agent an honest, useful record.