Job Description

HONK is transforming the towing and roadside assistance industry by turning high-stress automotive moments into seamless, brand-enhancing experiences. With the highest customer satisfaction scores in the industry and a continued commitment to digital innovation and excellence, HONK remains a trusted partner for some of the nation’s largest insurers, fleets, automotive original equipment manufacturers (OEMs), and retailers.

We are seeking energetic, service-oriented Customer Care Specialists to join our Call Center Operations team in full-time, virtual/work-from-home roles. Our Specialists are the face of HONK and interact with our customers every day, helping them when they need us most. This is a fast-paced environment that requires the ability to think on your feet, respond quickly, and provide an exceptional customer experience.

This is a fully remote position. Candidates for this job posting must reside in the state of North Carolina.

HONK operates 24/7, and we currently have several full-time shifts available.

Responsibilities

  • Interact directly with customers by phone, providing friendly, professional, and timely support
  • Use HONK’s proprietary technology to connect customers with our nationwide network of service providers
  • Listen to and assess customer needs, build rapport, and provide solutions tailored to each situation
  • Monitor service requests through completion and help resolve issues or delays that may arise along the way
  • Communicate clearly with customers about their service, expectations, and next steps
  • Deliver a high level of customer service while working efficiently in a fast-paced environment
  • Think creatively and take ownership of customer issues to help ensure a positive experience from start to finish
  • Develop a strong understanding of HONK’s services, technology, and processes to confidently assist customers and answer questions

Preferred Experience

  • Experience in a customer facing environment resolving issues over the phone
  • The ability to quickly, calmly and professionally engage customers to understand their questions/issues and deliver a solution with and experience that surpasses expectations
  • Able to professionally handle extremely high volume phone calls from customers and partners, and maintain composure under pressure
  • Demonstrated aptitude for problem-solving; ability to determine solutions for customers (consultative sales approach)
  • Fluency in English. Spanish a plus

Additional Requirements

  • Must provide a secluded, uninterrupted workspace where information will remain confidential and work can be done without environmental distractions (children, appliances, pets, etc)
  • Must have access to a Internet connection with minimum speeds of 5 Mbps download/2.5 Mbps upload
  • It is preferable that you have experience working from home and have equipment that supports a work from home environment.
At HONK, we're a community of diverse and passionate individuals who believe in the power of remote work and the strength of inclusivity. As a remote-first company, we embrace the boundless possibilities of collaboration and flexibility, allowing our team members to thrive from anywhere in the US.
HONK is proud to be an equal-opportunity employer. We celebrate diversity and are committed to creating an inclusive environment for all employees. Employment decisions at HONK are based on merit, qualifications, and business needs without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, age, disability, or any other protected characteristic as outlined by law.
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