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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.
The Logistics team specializes in logistics-oriented tasks, encompassing secondary services, transportation, high-priority requests, and customized pilot programs designed to assess viability and scalability. The team is responsible for coordinating all necessary logistics to ensure that vehicles are transported with optimal timeliness, organization, and cost efficiency.
As a Logistics Coordinator, your responsibilities will include ensuring the timely and efficient delivery of vehicles, with a particular emphasis on secondary services and other logistics-related tasks, including chats and calls. You will manage and oversee service completion, ensuring all assignments are executed seamlessly and effectively. This role necessitates the proactive resolution of escalated issues while maintaining consistent communication with customers, service providers, and insurance adjusters.
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
At HONK, we're a community of diverse and passionate individuals who believe in the power of remote work and the strength of inclusivity. As a remote-first company, we embrace the boundless possibilities of collaboration and flexibility, allowing our team members to thrive from anywhere in the US.
HONK is proud to be an equal-opportunity employer. We celebrate diversity and are committed to creating an inclusive environment for all employees. Employment decisions at HONK are based on merit, qualifications, and business needs without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, age, disability, or any other protected characteristic as outlined by law.
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