Alajuela, Alajuela Province, Costa Rica · On-site
As a Call Center Agent, you will be responsible for handling inbound calls from customers requesting towing and roadside assistance services. Your primary role is to assess each customer's situation, gather accurate serv…
Skills: Customer Service, Bilingual English/Spanish, Call Handling, CRM Software, Google Maps
Alajuela, Alajuela Province, Costa Rica · On-site
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Marriott International Hotels, Inc.Alajuela, Alajuela Province, Costa Rica · On-site
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Alajuela, Alajuela Province, Costa Rica · On-site
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Alajuela, Alajuela Province, Costa Rica · On-site
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Alajuela, Alajuela Province, Costa Rica · On-site
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Alajuela, Alajuela Province, Costa Rica · On-site
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Alajuela, Alajuela Province, Costa Rica · On-site
¡Buscamos tu talento para unirte a nuestro equipo de movilidad! En Centriz, más que mover vehículos, nos mueve la pasión por el servicio y la excelencia. Somos una empresa con más de 45 años en Costa Rica donde creemos q…
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Alajuela, Alajuela Province, Costa Rica · On-site
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Alajuela, Alajuela Province, Costa Rica · On-site
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Alajuela, Alajuela Province, Costa Rica • On-site
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Handle inbound calls for towing and roadside assistance, assessing customer needs and gathering accurate service details. Coordinate with dispatchers to ensure prompt service delivery and maintain detailed records in the CRM system.
Requires a high school diploma and bilingual proficiency in English and Spanish. Candidates should have experience in customer service or call centers and be available to work rotating shifts on a PST schedule.
As a Call Center Agent, you will be responsible for handling inbound calls from customers requesting towing and roadside assistance services. Your primary role is to assess each customer's situation, gather accurate service details, provide timely information, and coordinate with dispatch to ensure prompt assistance. This role requires excellent communication skills, sound judgment, empathy, and the ability to remain calm in a fast-paced, emergency-response environment.
Handle a high volume of inbound calls from customers requesting towing and roadside assistance services.
Actively listen to customers, assess their vehicle issues, and identify the appropriate towing or roadside assistance solution.
Collect accurate service information, including the customer's location, vehicle details, issue type, destination (if towing is required), and any special service requirements.
Provide clear and accurate information regarding available services, pricing, estimated arrival times, and service procedures.
Convert customer inquiries into confirmed service requests by effectively communicating service options and addressing customer questions or concerns.
Coordinate with dispatchers and service providers to ensure timely and accurate job assignment and completion.
Keep customers informed of service status, estimated arrival times, and any updates or delays.
Handle customer concerns professionally and escalate complex issues when necessary.
Accurately document customer interactions, service requests, and dispatch information in the company's CRM or dispatch system.
Meet or exceed key performance indicators (KPIs), including call quality, service request conversion, average handling time, and customer satisfaction.
Maintain knowledge of towing and roadside assistance services, company policies, and call-handling procedures to provide accurate and efficient support.
Senior High School graduate or equivalent (Bachelor’s degree is a plus).
Bilingual proficiency in English and Spanish (spoken and written) is required, with the ability to communicate effectively with customers in both languages.
Prior experience in customer service, call centers, or sales is preferred.
Strong verbal and written communication skills.
Comfortable using computers, CRM software, and call center applications.
Proficient in Google Maps to accurately identify customer locations and assist with efficient dispatch coordination.
Ability to think quickly, assess customer needs, and provide appropriate solutions in a fast-paced environment.
Capable of handling multiple calls and tasks efficiently while maintaining accuracy and professionalism.
Must be available to work full-time on a Pacific Standard Time (PST) schedule.
Experience in towing services, roadside assistance, dispatch, or related industries is an advantage.
Willing and able to work on-site in the office.
Agents must be available to work shifts aligned with Pacific Standard Time (PST).
The call center operates 24/7, and agents will work in rotating shifts, including nights, weekends, and holidays.
Offices: UNIT 10, JUBILEE WAY, Faversham, gb
View all jobs at 24 Hour GroupThere are currently 30 open customer service & support positions in Alajuela, Costa Rica listed on Clera. New openings are added daily as companies post roles.
Companies currently hiring include Grupo Dökka, M-EXPRESS, Marriott International Hotels, Inc., Centriz Mobility, Ecolab, among others. Browse the listings above to see every active employer.
Yes — 1 of the 30 open customer service & support positions offer remote or hybrid work (0 remote, 1 hybrid).
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