Asa Call Center Agent, you will be responsible for handling inboundcalls from customers requesting towing and roadside assistanceservices.
Your primary role is to assess each customer's situation,gather accurate service details, provide timely information, andcoordinate with dispatch to ensure prompt assistance.
This rolerequires excellent communication skills, sound judgment, empathy,and the ability to remain calm in a fast-paced, emergency-response environment.Handlea high volume of inbound calls from customers requesting towingand roadside assistance services.Activelylisten to customers, assess their vehicle issues, and identifythe appropriate towing or roadside assistance solution.Collectaccurate service information, including the customer's location,vehicle details, issue type, destination (if towing isrequired), and any special service requirements.Provideclear and accurate information regarding available services,pricing, estimated arrival times, and service procedures.Convertcustomer inquiries into confirmed service requests byeffectively communicating service options and addressingcustomer questions or concerns.Coordinatewith dispatchers and service providers to ensure timely andaccurate job assignment and completion.Keepcustomers informed of service status, estimated arrival times,and any updates or delays.Handlecustomer concerns professionally and escalate complex issueswhen necessary.Accuratelydocument customer interactions, service requests,



and dispatchinformation in the company's CRM or dispatch system.Meetor exceed key performance indicators (KPIs), including callquality, service request conversion, average handling time, andcustomer satisfaction.Maintainknowledge of towing and roadside assistance services, companypolicies, and call-handling procedures to provide accurate andefficient support.RequirementsSeniorHigh School graduate or equivalent (Bachelor's degree is a plus).
Bilingualproficiency in English and Spanish (spoken and written) isrequired, with the ability to communicate effectively withcustomers in both languages.Priorexperience in customer service, call centers, or sales is preferred.Strongverbal and written communication skills.Comfortableusing computers, CRM software, and call center applications.Proficientin Google Maps to accurately identify customer locations andassist with efficient dispatch coordination.Abilityto think quickly, assess customer needs, and provide appropriatesolutions in a fast-paced environment.Capableof handling multiple calls and tasks efficiently whilemaintaining accuracy and professionalism.Mustbe available to work full-time on a Pacific Standard Time (PST) schedule.Experiencein towing services, roadside assistance, dispatch, or relatedindustries is an advantage.Willingand able to work on-site in the office.Agentsmust be available to work shifts aligned with Pacific StandardTime (PST).
Thecall center operates 24/7, and agents will work in rotatingshifts, including nights, weekends, and holidays.

📌 Office-Based_Call Center Agent (Puebla, Mexico) (Tlalnepantla de Baz)
🏢 24 Hours Group
📍 Tlalnepantla de Baz