Office-based Call Center Agent – Cartago

About the role

We are looking for an office‑based Call Center Agent to handle inbound requests for towing and roadside assistance. You will assess each situation, gather accurate service details, and coordinate with dispatch to ensure prompt help for our customers.

Key responsibilities

• Answer a high volume of inbound calls from customers needing towing or roadside assistance.
• Listen actively, identify vehicle issues, and determine the appropriate service solution.
• Collect precise information such as location, vehicle details, issue type, and destination.
• Provide clear information on services, pricing, estimated arrival times, and procedures.
• Convert inquiries into confirmed service requests and keep customers updated on status.
• Coordinate with dispatchers and service providers to assign jobs accurately and timely.
• Document interactions, service requests, and dispatch details in the CRM system.
• Meet performance targets for call quality, conversion rate, handling time, and customer satisfaction.

Required profile

• Senior high school diploma or equivalent; bachelor’s degree is a plus.
• Bilingual proficiency in English and Spanish (spoken and written).
• Prior experience in customer service, call centers, or sales preferred.
• Strong verbal and written communication skills.
• Comfortable using computers, CRM software, and call‑center applications.
• Proficient with Google Maps for location identification.
• Ability to think quickly, assess needs, and provide solutions in a fast‑paced environment.
• Available to work full‑time on a Pacific Standard Time (PST) schedule, on‑site.

Required skills

• CRM software
• Google Maps