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HONK

Posted 7 days ago

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Customer Care Specialist - Inbound Phone Support

RemoteRemoteFull-time

AI Summary

Customer Care Specialist handling inbound phone calls for roadside assistance, resolving customer issues, explaining services, and using proprietary technology to connect members with partner networks.

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, 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.
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

    5 Mbps Download/2.5 Mbps UploadCall Center SoftwareCustomer Relationship Management (CRM)High Volume Call HandlingInternetOrder Fulfillment SystemsProprietary Technology

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