Call Center Agent - Towing and Roadside Assistance (Lima)

About the role

24 Hours Group is hiring an office-based Call Center Agent in Lima to handle inbound calls from customers requesting towing and roadside assistance services. The agent assesses each customer's situation, gathers accurate service details, provides timely information and coordinates with dispatch so that assistance is provided promptly. The role suits someone with strong communication skills, good judgment, empathy and the ability to stay calm in a fast-paced, emergency-response environment.

Key responsibilities

• Handle a high volume of inbound calls and actively listen to customers, assessing their vehicle issues and identifying the right towing or roadside assistance solution.
• Collect accurate service information: customer location, vehicle details, issue type, destination (if towing is required) and special service requirements.
• Explain available services, pricing, estimated arrival times and service procedures clearly and accurately.
• Convert inquiries into confirmed service requests and keep customers informed of status, arrival times and any delays.
• Coordinate with dispatchers and service providers for timely job assignment and completion, and escalate complex issues when needed.
• Document interactions, service requests and dispatch information in the company's CRM or dispatch system.
• Meet or exceed KPIs such as call quality, service request conversion, average handling time and customer satisfaction.
• Stay up to date on towing and roadside assistance services, company policies and call-handling procedures.

Required profile

• Senior High School graduate or equivalent; a Bachelor's degree is a plus.
• Bilingual English and Spanish (spoken and written).
• Prior customer service, call center or sales experience preferred.
• Experience in towing, roadside assistance, dispatch or related fields is an advantage.
• Must be available to work full-time on a Pacific Standard Time (PST) schedule, including nights, weekends and holidays, in rotating shifts.
• Willing and able to work on-site in the office.

Required skills

• Strong verbal and written communication skills.
• Comfortable using computers, CRM software and call center applications.
• Proficient in Google Maps to locate customers and help dispatch coordination.
• Ability to handle multiple calls and tasks accurately and professionally.