Office-based Call Center Agent – Heredia, Costa Rica

About the role

We are looking for an office‑based Call Center Agent to handle inbound requests for towing and roadside assistance. You will be the first point of contact for customers in emergency situations, providing calm, accurate information and coordinating rapid service delivery.

Key responsibilities

• Answer a high volume of inbound calls, assess vehicle issues, and determine the appropriate towing or roadside assistance solution.
• Collect precise service details such as location, vehicle information, issue type, destination, and any special requirements.
• Communicate service options, pricing, estimated arrival times, and procedures clearly to customers.
• Convert inquiries into confirmed service requests and keep customers updated on status and any delays.
• Coordinate with dispatchers and service providers to ensure timely job assignment and completion.
• Document interactions, service requests, and dispatch information in the company’s CRM or dispatch system.
• Meet or exceed KPIs including 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.
• Ability to work full‑time on a Pacific Standard Time (PST) schedule and be on‑site in the office.

Required skills

• Comfortable using computers, CRM software, and call‑center applications.
• Proficient with Google Maps for location identification and dispatch coordination.