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

About the role

We are looking for a bilingual (English/Spanish) Call Center Agent to work from our office in Canelones, Uruguay. The agent will handle inbound calls from customers needing towing and roadside assistance, assess situations, gather details, and coordinate with dispatch to ensure rapid service.

Key responsibilities

• Answer a high volume of inbound calls requesting towing or roadside assistance.
• Listen actively, assess vehicle issues, and determine the appropriate service solution.
• Collect accurate information: location, vehicle details, issue type, destination, and special requirements.
• Provide clear information on services, pricing, estimated arrival times, and procedures.
• Convert inquiries into confirmed service requests and document them in the CRM/dispatch system.
• Coordinate with dispatchers and service providers to assign jobs and keep customers updated on status and any delays.
• Handle customer concerns professionally and escalate complex issues when needed.
• Meet performance targets such as call quality, conversion rate, handling time, and satisfaction scores.

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, including shift work.
• Willing to work onsite in the office.

Required skills

• Proficiency with CRM software.
• Experience using Google Maps for location identification.
• Familiarity with call‑center applications.