Office-based Call Center Agent – Montevideo

About the role

We are looking for a bilingual Call Center Agent to join our Montevideo office and handle inbound requests for towing and roadside assistance. You will work on a Pacific Standard Time (PST) schedule, providing calm, accurate support to customers in emergency situations.

Key responsibilities

• Answer a high volume of inbound calls, assess vehicle issues, and determine the appropriate service.
• Gather precise service details such as location, vehicle information, issue type, and destination.
• Provide clear information on services, pricing, estimated arrival times, and procedures.
• Convert inquiries into confirmed service requests and keep customers updated on status.
• Coordinate with dispatchers and service providers to ensure timely job assignment and completion.
• Document interactions and dispatch information in the CRM system.
• Meet performance metrics including call quality, conversion rate, handling time, and satisfaction.

Required profile

• High school diploma or equivalent; 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.
• Ability to work full‑time on a PST schedule and on‑site in the office.

Required skills

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