Office-based_Call Center Agent; Jalisco

Puesto: Office-based_Call Center Agent (Jalisco )
As    a Call Center Agent, you will be responsible for handling inbound    calls from customers requesting towing and roadside assistance    services. Your primary role is to assess each customer's situation,    gather accurate service details, provide timely information, and    coordinate with dispatch to ensure prompt assistance. This role    requires excellent communication skills, sound judgment, empathy,    and the ability to remain calm in a fast-paced, emergency-response environment.

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.

Ability        to think quickly, assess customer needs, and provide appropriate        solutions in a fast-paced environment.

Capable        of handling multiple calls and tasks efficiently while        maintaining accuracy and professionalism.

Must        be available to work full-time on a Pacific Standard Time (PST) schedule.

Experience        in towing services, roadside assistance, dispatch, or related        industries is an advantage.

Willing        and able to work on-site in the office.

Agents        must be available to work shifts aligned with Pacific Standard
Time (PST).

The        call center operates 24/7, and agents will work in rotating        shifts, including nights, weekends, and holidays.