Bilingual Roadside Support Agent

24hours Group; Veracruz; On-site; MXN 180,000 - 240,000; Full time

Job summary

24hours Group is seeking an Office-based Call Center Agent in Veracruz, Mexico. You will handle inbound calls for towing and roadside assistance, gather service details, and coordinate with dispatch to ensure fast response. Bilingual English/Spanish, strong communication, and computer CRM skills are required.

You must be able to work full-time on PST schedule and on-site in the office. Responsibilities include documenting interactions, meeting KPIs, and delivering clear information on services,

Qualifications

• Bilingual proficiency in English and Spanish (spoken and written) is required.
• Senior High School graduation or equivalent; Bachelor’s degree is a plus.
• Prior experience in customer service or call centers is preferred.
• Strong verbal and written communication skills are essential.
• Comfortable using computers, CRM software, and call center applications.
• Able to use Google Maps to identify locations and assist dispatch.
• Available to work full-time on a Pacific Standard Time (PST) schedule and on-site.
• Experience in towing, roadside assistance, dispatch, or related industries is an advantage.

Responsibilities

• Handle a high volume of inbound calls for towing and roadside assistance.
• Listen actively, assess issues, and identify appropriate solutions.
• Collect accurate service details and document interactions in CRM.
• Provide clear information on services, pricing, ETA, and procedures.
• Coordinate with dispatch to assign and complete jobs promptly.
• Keep customers informed of status and delays; escalate when needed.
• Meet KPIs such as call quality, conversion, and customer satisfaction.
• Maintain knowledge of services, policies, and call-handling procedures.

Skills

Bilingual English/Spanish

Communication skills

CRM experience

Computer literacy

Google Maps proficiency

Education

High school diploma or equivalent

Bachelor’s degree (nice to have)

Tools

CRM software

Call center software

Job description

24hours Group is seeking an Office-based Call Center Agent in Veracruz, Mexico. You will handle inbound calls for towing and roadside assistance, gather service details, and coordinate with dispatch to ensure fast response. Bilingual English/Spanish, strong communication, and computer CRM skills are required.

You must be able to work full-time on PST schedule and on-site in the office. Responsibilities include documenting interactions, meeting KPIs, and delivering clear information on services,