Office-based Call Center Agent – Bilingual (English/Spanish)

About the role

We are looking for an office‑based Call Center Agent to handle inbound requests for towing and roadside assistance. The role is bilingual (English/Spanish) and requires you to assess each situation, gather accurate service details, and coordinate with dispatch to ensure a prompt response.

Key responsibilities

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

Required profile

• Senior high school graduate or equivalent; a 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 and call‑center applications.
• Available to work full‑time on a Pacific Standard Time (PST) schedule, on‑site in the office.

Required skills

• Google Maps for accurate location identification.
• CRM software for logging and tracking service requests.
• Call center applications for call handling and dispatch coordination.