Senior Secondary Logistics Agent

1 hour, 20 minutes ago
Full-time
Senior
Customer and Technical Support
HONK

HONK

HONK provides a technology-driven platform that connects drivers with over 35,000 roadside assistance professionals nationwide, offering on-demand services such as towing, tire changes, jump starts, and fuel delivery, all accessible via a mobile app or...

Road & Rail
51-200
Founded 2014
$32M raised

Description

  • Provide real-time escalation support to frontline Secondary Logistics team members.
  • Own escalated calls, chats, and tasks through job completion.
  • Serve as the escalation contact for customers, program managers, tow providers, impound lots, and adjusters.
  • Negotiate towing and vehicle release rates within approved limits and escalate exceptions before committing.
  • Manage active-job emails and tickets in Zendesk.
  • Maintain accurate release events and vehicle movement records for real-time client visibility.
  • Prioritize actionable jobs to reduce backlog, vehicle downtime, repeat touches, and storage costs.
  • Lead high-priority requests and support pilot programs and special projects.
  • Identify recurring issues and trends for leadership to inform coaching, training, and SOP updates.
  • Model accurate documentation and customer-first service standards for frontline agents.

Requirements

  • Experience as a Logistics Coordinator or Agent, or in vehicle release, towing, dispatch, or contact center roles.
  • Working knowledge of secondary logistics processes, including release events, lot calls, release task boards, and rate approvals.
  • Experience independently resolving complex or stalled jobs.
  • Experience handling customer service escalations.
  • Ability to negotiate rates within authorized limits with tow providers, impound lots, or similar service providers.
  • Proven accuracy in job documentation and recordkeeping.
  • Ability to remain calm, decisive, and exercise sound judgment under pressure.
  • Ability to manage high call and chat volumes while balancing live support and backlog work.
  • Working knowledge of Zendesk, Slack, Five9, and Verint.
  • Proficiency with Google Workspace, including Sheets, Docs, and Gmail.

Benefits

  • Remote-first work environment for employees located anywhere in the US.
  • Flexible remote collaboration environment.
  • Inclusive workplace and equal-opportunity employment.

Interested in this position?

Apply directly on the company website

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