Office- based_CSR (San Pedro de Macorís, DR)

As a Call Center Agent, you will be responsible for handling inbound customer inquiries, assessing their needs, and converting calls into towing jobs.

Your role

requires excellent communication skills, problem-solving abilities, and the ability to work efficiently in a fast-paced environment. Responsible for managing a whole lot of incoming and outgoing calls in the operations. Actively listen to customers, understand their towing and roadside assistance needs, and offer appropriate solutions.

Provide accurate information about services, pricing, and estimated arrival times. Convert inbound calls into leads by gathering relevant details such as vehicle, location, issue type, and service requirements. Secure towing and roadside assistance jobs by effectively communicating service benefits and addressing customer concerns.

Handle customer inquiries, complaints, or concerns professionally and escalate issues when necessary. Work closely with dispatchers and service providers to coordinate job fulfillment. Meet or exceed key performance indicators (KPIs) such as conversion rates, call handling time, and customer satisfaction scores.

Requirements

Senior High school graduate or equivalent (Bachelor’s degree is a plus). Prior experience in customer service, call centers, or sales is preferred. Strong verbal and written communication skills in English. Comfortable using computers, CRM software, and call center applications. Proficiency in Google Maps to accurately identify customer locations and dispatch services efficiently.

Ability to think quickly, assess customer needs, and provide solutions. Capable of handling multiple calls and tasks efficiently in a fast-paced environment. Must be able to work full-time on a Pacific Standard Time (PST) schedule. Experience in towing services, roadside assistance, or related industries (is a plus).

Benefits

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

Compensation

is provided on a weekly basis . The call center operates 24/7 , and agents will work in rotating shifts, including nights, weekends, and holidays as needed.