Call Center Agent - Towing & Roadside Assistance

About the role

24 Hours Group is hiring an office-based Call Center Agent in Santiago de los Caballeros, Dominican Republic. You will handle inbound customer inquiries, understand their towing and roadside assistance needs and convert calls into jobs. The call center operates 24/7 and agents work rotating shifts.

Key responsibilities

• Manage a large volume of incoming and outgoing calls in the operations.
• Listen actively to customers, understand their needs and offer appropriate solutions.
• Provide accurate information on services, pricing and estimated arrival times.
• Convert inbound calls into leads by collecting vehicle, location, issue type and service requirements.
• Secure towing and roadside assistance jobs by explaining service benefits and addressing concerns.
• Handle complaints professionally and escalate issues when necessary.
• Work with dispatchers and service providers to coordinate job fulfillment.
• Meet or exceed KPIs such as conversion rates, call handling time and customer satisfaction.

Required profile

• Senior high school graduate or equivalent; Bachelor's degree is a plus.
• Prior experience in customer service, call centers or sales is preferred.
• Experience in towing, roadside assistance or related fields is a plus.
• Must be able to work full-time on a Pacific Standard Time (PST) schedule, including nights, weekends and holidays.

Required skills

• Strong verbal and written English.
• Comfortable with computers, CRM software and call center applications.
• Proficiency in Google Maps to locate customers and dispatch services.
• Ability to handle multiple calls and tasks in a fast-paced environment.

What we offer

• Weekly compensation.
• Shift availability aligned with PST.