The below list of Remote positions can be worked from any remote position.
There is one position(Customer Care Specialist )specifically in the following states UT, NV, AL, GA, MD, TX. Read employee reviews, salaries, and benefits here
HONK is a fast-growing technology company disrupting the roadside assistance space. We are a group of out-of-the-box thinkers and doers, driven by an immense passion to challenge the old ways by working together to bring innovative changes that impact the lives of others. We work in a creative environment where every day is rewarding knowing we’re assisting people in their true moment of need, stuck on the side of roads, helping them get back to conquering their day.
You Will
Help make HONK a preferred employer by having a good attitude, being profuse with praise, and being quick to address issues that drag down morale.
Provide Tier 3-level support to Specialists by actively resolving escalated issues up to, and including, taking over escalated calls and oversight of services as necessary.
Lead by example to meet and exceed personal performance expectations in various areas such as attendance, completion of training, quality assurance, and other relevant performance measures.
Be responsible for your team’s overall performance on Team Scorecards which include training completion, attendance, functional productivity, quality scores, and all other relevant performance measures.
Hold regular team meetings with direct reports to review previous day/week/month program performance and provide guidance regarding future performance in order to continuously improve results.
Meet with your specialists on a weekly basis to ascertain their level of happiness at Honk, to review their performance, and be a sounding board for your specialist.
Be skillful in adjusting your leadership style so you can effectively connect with individuals on your team as you help them overcome various challenges with performance, job execution, and quality.
Conduct the weekly evaluations for each member of your team and provide feedback to your specialists on their areas of improvement and proficiency.
Provide regular feedback to management regarding current operational performance.
Monitor daily activity of CCO performance as you gain an understanding of current daily/weekly/monthly service levels.
Manage Specialist schedule adherence and intra-day activity while understanding current CCO volume.
Escalate,issues appropriately and in real-time including, but not limited to, performance, issues affecting morale and human resources issues.
Not be afraid to roll up your sleeves, jump on customer calls and get things done.
UT, NV, AL, GA, MD, TX.
Responsibilities
Interact directly with customers via phone, text, chat, and email to accomplish business objectives
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 an 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
The Customer Service Operations Manager / Manager of Service Operations is responsible for managing a wide variety of operational performance goals that focus on delivering timely, complete service to our customers.
You will lead a group of Service Operations Supervisors and specialists through critical thinking strategies that will resolve complex service problems. You will maintain and improve NPS as well as mitigate customer complaints in relation to wait times, service provider performance, and a variety of towing and roadside conditions.
Your influence will ultimately drive improvements in operational processes and procedures amongst the frontline and escalations teams.
This position will challenge you to use your skill sets to offer creative strategies that will assist in resolving the most challenging service complications the company faces. This role requires a truly inspirational leader and someone who wants to constantly improve the lives of their staff as well as our clients, customers, and providers.
You Will:
Lead a group of supervisors in the frontline and escalation teams
Provide expert direction in complex towing and roadside scenarios
Support supervisors in Active Job Support (Tier 4 Escalation)
Help identify operational strategies, training needs, and develop process improvements with HONK’s Senior Call Center Operations Manager.
Develop plans to improve job execution across frontline and escalation teams
Hold regular team meetings with direct reports to review previous day/week/month program performance and provide guidance regarding future performance in order to continuously improve results
Provide regular feedback to Senior Leadership regarding current operational performance
Escalate issues appropriately and in real-time including, but not limited to, performance, issues affecting morale and human resources issues.
Not be afraid to roll up your sleeves, jump in and get things done.
The Billing Representative will work closely with HONK’s Accounting and Finance teams and play a pivotal role in supporting the Accounting function at HONK
. This newly created position will make sure vendor invoices are paid accurately and timely, support AP/AR functions, reconcile data, and have exposure to all other key Accounting functions.
Responsibilities:
Create client account invoices and process payment applications
Generate invoice formats and complete requests from clients
Review ledger for billing inconsistencies or errors, asses any clean up and suggest possible billing and accounting adjustments
Report system errors and inconsistencies in the billing and proprietary admin portals to the engineering team, and work with them thru issue resolution
Manage smaller client accounts and assist with credit card collections
Informing clients of account statuses or upcoming payment due dates
Check our lockbox and prep check remittances for deposit and payment application
Assist in completing audits and month-end close process
Perform any ad-hoc account reconciliation.
As a Senior Product Manager, you are the product owner for a portfolio of products related to HONK’s client platform and its national network of Service Providers. These products include complex technical algorithms, web properties, mobile apps, and supply marketecture (how our network is organized and managed via product: driver positioning, supply/demand shaping, dispatch, vendor pricing, etc). This role frequently focuses on interaction success and network effects, so a technical and/or marketplace experience is strongly preferred.
What You'll Do:
Actively partner with the Growth team in all aspects of improving product lines: market, product, and competitive research; identifying, sizing, and scoping opportunities for improvement; business case and plan development; etc.
Collaborate with internal and external stakeholders to uncover product opportunities, plan and execute short and medium long term goals.
Solicit ideas, feedback, organize marketing requirements and work with Technical and Marketing Product Management on specs, workflows, and deliverables.
Collaborate with UX designers, engineers, and data/analytics to analyze patterns and trends to discover new opportunities.
Construct forward-looking roadmaps and maintain a partnership with other product managers owning different sides of the business.
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