Service Cancellation Intake Assistant

HRS Talent Solutions; Akron (OH); Remote; USD 38,000 - 40,000; Full time

Job summary

HRS Talent Solutions is seeking a Service Cancellation Intake Assistant for a remote role. You will handle customer requests to cancel services, acknowledge messages, review records, and route details to the appropriate team.

This position emphasizes accurate data capture and clear handoffs. You will work mainly with email and online records, determine the correct status (Received, Under review, Confirmed, Referred, Withdrawn), and ensure the customer understands the next steps.

Qualifications

• Experience answering customers or maintaining office records.
• Comfortable with email and online records.
• Willing to learn privacy rules and handoff processes.

Responsibilities

• Review online cancellation forms and assigned emails.
• Match each request to the appropriate service record.
• Capture the requested date and stated reason without changing its meaning.
• Ask for a required missing detail using approved language.
• Record whether the request is received, under review, or confirmed.
• Route billing disputes and policy questions to specialists.
• Send an acknowledgement that does not claim the service has ended.
• Keep any later reply connected to the same case.

Skills

Customer service

Data entry

Email correspondence

Job description

Service Cancellation Intake Assistant

Customer Service / Cancellation Intake

Remote Full-time or part-time

27.35–28.85 per hour

A private home office or equivalent workspace is appropriate for account details. The employer will confirm its hours and equipment.

A customer asks to end a service. The Service Cancellation Intake Assistant makes sure the request reaches the correct team with the relevant details and an accurate status. This is a remote customer service role with office administration at its core. You will acknowledge what the person asked, check the existing online account record under the employer's instructions, and route any decision about terms, dates, or charges to an authorized specialist.

What a cancellation request means

A message saying “I want to cancel” is a request, not proof that the service has ended. Check the account and service referenced before updating the case. If the person gives a preferred end date, record it exactly and avoid promising that date has been accepted. If the request is incomplete, use an approved question to obtain the missing information. The employer will train you on what can be confirmed at intake and what must wait for review.

Some people are frustrated. Read the full message and acknowledge the request without making them repeat a long explanation. If it includes a separate complaint or refund question, make that visible for the responsible team. Do not try to persuade a person to stay unless the actual position includes an authorized retention process. The purpose here is a dependable handoff and a clear next step.

Routine duties

• Review online cancellation forms and assigned emails.
• Match each request to the appropriate service record.
• Capture the requested date and stated reason without changing its meaning.
• Ask for a required missing detail using approved language.
• Record whether the request is received, under review, or confirmed.
• Route billing disputes and policy questions to specialists.
• Send an acknowledgement that does not claim the service has ended.
• Keep any later reply connected to the same case.

Experience answering customers or maintaining office records can help, but newcomers can learn this role. A beginner who reads closely and communicates respectfully can learn the system. Training covers the company's service categories, privacy rules, and handoff process. You should be comfortable with email and online records, including careful use of dates.

Status labels that should stay distinct

• Received: the request is in the assigned system.
• Missing detail: the team needs a specific fact from the customer.
• Under review: an authorized colleague is considering it.
• Confirmed: the company has approved an effective date.
• Referred: a separate billing or service issue has another owner.
• Withdrawn: the customer no longer wants the requested change.

An online form may arrive after an earlier phone conversation. Check whether the call produced a confirmed decision before adding the new form. If the customer changes the requested date, preserve the newer instruction and flag the difference for the reviewer. Keep an accurate record of what the customer asked versus what the company accepted. A simple acknowledgement can be reassuring, but it must not imply that billing will stop immediately. When an item is handed off, make the next owner visible so a customer does not have to chase several departments.

The work can include a daily check of outstanding cases. If a specialist has asked the customer for information, note whether a reply arrived before sending another request. A customer who withdraws the cancellation should have that later instruction recorded with the original case. When a service has several components, do not assume that cancelling one ends all of them. Keep the requested scope explicit for the reviewer. An accurate status is especially important when a billing cycle or appointment date is approaching.

A customer might request cancellation from a future date while an automated message suggests an immediate stop. Read the actual instruction and capture the effective date requested without confirming that a policy exception has been approved. If a fee, refund or notice period is disputed, route it to the person with authority and retain the original message. Once the responsible team completes the request, send only the confirmation that the record supports. Distinguishing a request, a pending review and a completed cancellation prevents a customer from acting on an assumption.