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

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.