- Handle a high volume of inbound calls from customers requesting towing and roadside assistance services.
- Actively listen to customers, assess their vehicle issues, and identify the appropriate towing or roadside assistance solution.
- Collect accurate service information, including the customer's location, vehicle details, issue type, destination (if towing is required), and any special service requirements.
- Provide clear and accurate information regarding available services, pricing, estimated arrival times, and service procedures.
- Convert customer inquiries into confirmed service requests by effectively communicating service options and addressing customer questions or concerns.
- Coordinate with dispatchers and service providers to ensure timely and accurate job assignment and completion.
- Keep customers informed of service status, estimated arrival times, and any updates or delays.
- Handle customer concerns professionally and escalate complex issues when necessary.
- Accurately document customer interactions, service requests,



and dispatch information in the company's CRM or dispatch system.
- Meet or exceed key performance indicators (KPIs), including call quality, service request conversion, average handling time, and customer satisfaction.
- Maintain knowledge of towing and roadside assistance services, company policies, and call-handling procedures to provide accurate and efficient support.

Requirements
- Senior High School graduate or equivalent (Bachelor’s degree is a plus).
- Bilingual proficiency in English and Spanish (spoken and written) is required, with the ability to communicate effectively with customers in both languages.
- Prior experience in customer service, call centers, or sales is preferred.
- Strong verbal and written communication skills.
- Comfortable using computers, CRM software, and call center applications.
- Proficient in Google Maps to accurately identify customer locations and assist with efficient dispatch coordination.

📌 Office-based_Call Center Agent (Santa Fe)
🏢 24 Hours Group
📍 Santa Fe