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HONK

Posted 14 days ago

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Customer Care Specialist - Inbound Phone Support

RemoteRemoteFull-time

AI Summary

Customer Care Specialist handling inbound phone support for a roadside assistance company, resolving customer issues and coordinating service via proprietary technology in a high-volume, 24/7 virtual call center.

About this role

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 Service Specialists for multiple shifts in our Call Center Operations team who are interested in full-time, virtual/work-from-home careers. Our Specialists are the face of HONK and are responsible for interacting with our customers on a day-to-day basis. Operations Specialists are required to think on their feet and respond quickly in any given situation. This is a fun, fast-paced environment where proven performers are recognized and rewarded.
HONK is a 24x7 environment, and we have several full-time shifts available.

Responsibilities

  • Interact directly with customers via phone
  • Understand the company's scope: value proposition, operational processes, and growth potential. Ability to explain these items appropriately and articulately as needed
  • Utilize the company's proprietary technology to connect members with our nationwide partner network
  • Answer calls to assist customers with order fulfillment and service execution
  • Analyze and interpret customer needs while building rapport to provide immediate assistance through tailored solutions
  • Maintain high levels of customer satisfaction by making sure all member expectations are exceeded and services are rendered in designated time frames
  • Thinking outside of the box to solve all customer issues that may arise through unprecedented customer service

    • 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.

    • Skills

    Call Center OperationsConsultative SalesCustomer Relationship ManagementCustomer Satisfaction MetricsHigh-volume Call HandlingInbound Phone SupportInternet Connectivity (5 Mbps Download / 2.5 Mbps Upload)Order FulfillmentProblem-solvingRemote Work ToolsService Execution

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