Responsibilities
- Coordinate vehicle deliveries and logistics assignments, including resolving escalations and maintaining communication with stakeholders.
- Manage inbound calls, tasks, chats, and other critical functions pertinent to the Logistics team.
- Demonstrate adaptability to changes in the work environment; exhibit the capacity to manage frequent change or unforeseen events; readily accept coaching to align with departmental policies, procedures, and customer service processes.
- Identify problems, propose solutions, and collaborate effectively with team members.
- Provide level 2 support to specialists, including taking escalated calls and overseeing services when necessary.
- Escalate issues appropriately in real-time, including, but not limited to, performance concerns, issues affecting morale, and relevant HR matters.
- Manage and oversee the entire lifecycle of services, from initiation to completion, ensuring timely delivery and issue resolution.
- Provide support for special projects as required.
Preferred Experience
- Experience in a customer-facing environment, resolving issues over the phone.
- Exhibit exceptional empathy and understanding toward HONK customers, clients, co-workers, and partners.
- The ability to quickly, calmly, and professionally engage customers to understand their questions/issues and deliver a solution with an experience that surpasses expectations
- Possess leadership qualities, including the ability to articulate operational methodologies and a desire to foster team excellence.
- Able to professionally handle high call volume from customers and partners, and maintain composure under pressure
- Commitment to team success and advocacy for HONK’s brand and culture.
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 an Internet connection with a minimum speed of 5 Mbps download/2.5 Mbps upload
Top Skills
What We Do
HONK, a flexible on-demand mobility platform, helps top insurers, fleets, automotive OEMs, and used-car retailers deliver modern, digital roadside customer experiences and meet scalable same-day vehicle transport demands.
HONK delivers results for your business:
HONK’s transparent platform, expansive nationwide partner network of over 75,000 service vehicles, and fully managed contact center delivers results:
> 50% reduction in service wait times
> Double digit increases in NPS and Customer Satisfaction scores
> 100-200% increases in automation and STP(straight through processing)
> Saving hundreds of thousands in operational costs for clients
With HONK, businesses increase efficiencies through advanced digital tools, customizable integrations, and HONK’s high-performing service provider network to build brand-defining retention and loyalty engines.
HONK's digital-first, modular approach is designed to optimize:
> Roadside assistance programs
> Auto claims processing
> Accident scene management
> Fleet maintenance
> Vehicle logistics and transport
Through a data-first approach, we collect and dissect real-time, granular metrics to continuously build innovative products that solve operational inefficiencies, promote brand loyalty and improve customer retention for our clients.
Headquartered in Los Angeles, CA. HONK has helped millions of customers get back on the road safely since 2014.
––––> For more information on how HONK can help your business, visit www.honkforhelp.com/industry-solutions
––––> For information on becoming a HONK Service Provider Partner, visit www.joinhonk.com.
––––> For motorists who need immediate roadside assistance, visit www.honkforhelp.com.
