Call Center Agent - Towing & Roadside Assistance (Santo Domingo)

About the role

24 Hours Group is hiring an office-based Call Center Agent in Santo Domingo to handle inbound customer inquiries and convert them into towing and roadside assistance jobs. The role suits people with strong communication skills who can work efficiently in a fast-paced environment.

Key responsibilities

• Manage a large volume of incoming and outgoing calls in the operations.
• Listen actively to customers, understand their towing and roadside assistance needs and offer suitable solutions.
• Provide accurate information on services, pricing and estimated arrival times.
• Convert calls into leads by collecting vehicle, location, issue type and service requirements.
• Secure jobs by explaining service benefits and addressing customer 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; a Bachelor's degree is a plus.
• Prior experience in customer service, call centers or sales is preferred.
• Full-time availability on a Pacific Standard Time (PST) schedule, working rotating shifts including nights, weekends and holidays.
• Experience in towing, roadside assistance or related fields is a plus.

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 pace.

What we offer

• Weekly compensation.
• Shifts aligned with PST, covering nights, weekends and holidays as needed.