Resolution Check-in Assistant

HRS Talent Solutions; Denver (CO); Remote; USD 37,000 - 39,000; Full time

Job summary

HRS Talent Solutions is seeking a Resolution Check-in Assistant for a remote customer service role. The position offers flexible hours, with a pay rate of 26.85–28.35 USD per hour, and allows part-time or full-time engagement.

The role focuses on reviewing case progress, sending follow-ups, and updating case status while maintaining accurate notes and respectful communication with customers.

Qualifications

• Experience in remote customer service is preferred.
• Strong written communication and record-keeping skills.
• Ability to follow documented processes precisely.

Responsibilities

• 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.

Skills

Customer service

Job description

Resolution Check-in Assistant

Customer Service
Resolution Check-ins | Remote | Full-time or part-time | 26.85–28.35 per hour

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.

Part-time or full-time hours may be arranged for this remote support queue. A private home office helps keep customer replies and records confidential. 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.

A check-in is useful only when it relates to a real answer the customer has already received. Read the earlier case and its status before sending a follow-up. A request still awaiting a specialist should not receive a message implying the issue was solved. If the customer says the proposed step did not help, reopen or route the matter under the employer's process and preserve their new details with the original case. Keep the question short enough to make a response easy, and avoid repeated prompts after the customer has already replied.