Customer Care Specialist - Inbound Phone Support (Remote in North Carolina)

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 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.