{"id":3644252,"url":"https://alion.io/job/honk-senior-secondary-logistics-agent","title":"Senior Secondary Logistics Agent","company":{"id":679429,"name":"HONK","domain":"honkforhelp.com","url":"https://alion.io/company/honkforhelp","size_band":"51-200","is_staffing_agency":false,"employer_type":"direct","is_intermediary":false,"listed_via":null,"ats_vendor":"Lever","truth_index":{"grade":"B","score":75,"open_postings":4,"ghost_share":0,"stale_share":1,"repost_share":0,"time_to_fill_p50_days":null,"computed_at":"2026-11-03T05:54:40Z"}},"role":"Operations","role_family":"Operations","seniority":"senior","employment_type":"full_time","work_mode":"remote","remote_scope":"stated_countries","remote_scope_basis":"board_field","remote_working_hours":null,"hiring_geo_confidence":"structured","locations":[],"countries":[],"hiring_countries":["US"],"hiring_countries_total":1,"salary":{"min":18,"max":20,"currency":"USD","period":"hour","gross":null,"usd_annual":40000},"salary_estimate":null,"experience_years_min":null,"visa_sponsorship":false,"relocation_package":false,"has_equity":false,"technologies":[{"name":"Gmail","optional":false},{"name":"Google Workspace","optional":false},{"name":"Slack","optional":false}],"status":"live","first_seen_at":"2026-11-02T18:47:39Z","employer_posted_date":"2026-11-02","last_verified_at":"2026-11-04T02:48:29Z","board_verified":true,"closed_at":null,"days_open":1,"trust":{"level":"ok","repost_count":null,"flags":[],"days_open":1},"description":"HONK is modernizing towing, roadside assistance, and logistics management for insurers, fleet and rental companies, automaker OEMs, and collision repair and salvage partners. Through our towing network and cloud platform, we move vehicles efficiently, with real-time traceability from pickup to drop-off. Our Secondary Logistics team runs secondary tow operations, negotiating fees, managing release documentation, and getting impounded and stored vehicles released quickly, accurately, and at the right cost.\nOur Secondary Logistics team handles secondary services, transportation, and high-priority requests. We're looking for a Sr. Secondary Logistics Agent to be the senior support tier. This is a hands-on role; you'll be the go-to person when a release gets stuck: taking escalations, negotiating with lots and tow providers, and owning each job until it's done.\nResponsibilities:\nGive real-time support to team members in handling escalations from the frontline support team\nTake escalated calls, chats and tasks, and own each escalation until the job is complete\nAct as an escalation point for customers, program managers, tow providers, lots and adjusters on Secondary jobs\nNegotiate tow and release rates within approved limits, and escalate exceptions appropriately before committing\nManage active-job emails in Zendesk ticketing system\nKeep release events and vehicle movement records accurate, so clients have real-time visibility into every job\nPrioritize actionable jobs appropriately to manage backlog, repeat touches, vehicle downtime and storage costs for clients\nManage work appropriately and partner with team members to support team goals\nTake the lead on high-priority requests, and support pilot programs and special projects\nFlag recurring issues and trends to leadership for coaching, training and SOP updates\nModel accurate documentation and customer-first standards for frontline agents\nQualifications:\nExperience as a Logistics Coordinator or Agent, or in a similar vehicle release, towing, dispatch or contact center role\nSolid command of Secondary processes: release events, lot calls, release task boards, rate approvals, etc\nExperience resolving complex or stuck jobs with little supervision\nExperience covering escalations in customer service environment\nConfident negotiating rates (within limits) with tow providers and impound lots, or similar service providers\nProven accuracy in job documentation\nCalm and decisive under pressure, with sound judgment on when to escalate\nAble to handle high call/chat volume while balancing live support requests against backlog work\nTO BE SUCCESSFUL YOU MUST:\nOwn every escalation through to completion\nHave working knowledge of systems, such as Zendesk, Slack, Five9 and Verint\nBe proficient in Google Workspace (Sheets, Docs, Gmail)\nCommunicate clearly and calmly in writing, in chat and on calls\nPut the customer first, with empathy for customers, clients, coworkers and partners\nAdapt quickly to frequent change and unexpected events","description_format":"text","description_chars":3009,"description_truncated":false,"requirements":{"experience_years_min":null,"management_years_min":null,"team_size_min":null,"manages_managers":false,"education":null,"security_clearance":false,"languages":[]},"benefits":[],"hiring_locations":[{"name":"United States","iso":"US","kind":"country"}],"hiring_excludes":[],"relocation_offered":false,"industries":["Logistics","Fleet Management"],"lifecycle":[{"event":"open","at":"2026-11-02T22:16:20Z"}],"visa":[],"liveness":{"score":86,"band":"hot","label":"Hiring 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