This role requires **advanced English**, proven experience in customer service or call center environments, and the ability to handle high-pressure situations with professionalism, patience, and problem-solving skills.
**Position Objective**:
The Customer Service Specialist I is responsible for providing high-quality customer support, resolving inquiries, documenting cases accurately, and ensuring a positive customer experience.
This position supports customers with product questions, service inquiries, warranty information, promotions, pre-sale and post-sale support, complaints, and issue resolution.
**Main Responsibilities**:
- Provide accurate information regarding products, services, warranties, promotions, and processes.
- Handle pre-sale and post-sale customer support issues.
- Investigate and resolve customer complaints in a professional and timely manner.
- Work with internal teams, field representatives, and franchise partners to resolve customer issues.
- Document all customer interactions, transactions, complaints, and resolutions in CRM or incident management systems.
- Escalate complex or unresolved cases to the appropriate department or leadership team.
- Follow up with customers until a satisfactory resolution is reached.
- Maintain professional communication, even with difficult, upset, or demanding customers.
- Meet performance expectations related to adherence, productivity, quality, response time, and customer satisfaction.
- Follow company policies, procedures, and service standards.
- Perform other duties as assigned.
**Required Qualifications**:
- **Advanced English is mandatory.**:
- Bilingual English/Spanish.
- Ability to take full customer service calls in English.
- Minimum **2 years of experience in customer service or call center environments**.
- Preferably **3 years of experience in a high-volume, fast-paced contact center**.
- Experience handling customer service by phone is required.




- High school diploma required.
- Associate’s or bachelor’s degree preferred.
- Strong verbal and written communication skills in English and Spanish.
- Strong active listening and empathy skills.
- Experience using CRM systems, ticketing platforms, or customer service software.
- Ability to multitask and prioritize in a fast-paced environment.
- Strong problem-solving skills and attention to detail.
- Ability to remain calm and professional under pressure.
- Ability to handle difficult, upset, or irate customers with patience and diplomacy.
- Flexibility to work operational call center schedules, including possible evenings, weekends, or holidays.
- You do not have advanced English.
- You cannot hold a full professional conversation in English.
- You have only basic or intermediate English.
- You do not have experience handling customer calls.
- You are looking for a non-phone position.
- You cannot handle pressure, metrics, or difficult customers.
- You are not comfortable documenting cases in CRM or internal systems.
- You are not available for call center schedules.
- You do not have patience, empathy, or a problem-solving attitude.
This role requires someone who can stay calm, respectful, and focused even when dealing with angry or frustrated customers.
**Key Competencies**:
- Advanced conversational English.
- Customer service orientation.
- Phone communication skills.
- Active listening.
- Problem solving.
- Stress tolerance.
- Clear and professional communication.
- Patience and empathy.
- Attention to detail.
- Multitasking.
- Case documentation.
- Follow-up discipline.
- Adaptability.
- Ability to work with KPIs and quality standards.
**Preferred Experience**:
- Bilingual call center.
- Customer service for U.S. customers.
- High-volume contact center.
- Complaint resolution.
- CRM or ticketing system management.
- Retail, automotive, tire, logistics, service, or consumer-focused industries.
- Phone-based support.

📌 Customer Service Specialist I (San Luis Potosí)
🏢 TBC de Mexico
📍 San Luis Potosí