Location: Guadalajara, Mexico (Hybrid)

Supporting a U.S.-based client (Senior Living / Healthcare Industry)

The Mission: Proactive by Design

The CHIP does not wait for a phone call, a ticket, or a complaint. You are the Customer Happiness & Impact Partner because you stay three steps ahead of the building’s needs. While our Gurus handle the /"Big Picture/" and Market Managers handle the /"Right Now,/" you own the /"What’s Next./" Your success is measured by how often you solve a problem before the customer even knows it exists.

Key Responsibilities1. The /"Offensive/" Outreach Strategy

- Scheduled Success Cycles: Execute a rigorous calendar of proactive /"Pulse Checks/" with building leads. You own the cadence of the relationship, ensuring no customer goes more than [X] days without a high-value touchpoint.
- Growth Hunting: Use your outreach to identify untapped needs. You are responsible for uncovering expansion opportunities and /"pitching/" them to the Regional Gurus for closing.
- Usage Audits: Monitor building-level data to spot drops in engagement. Reach out immediately to provide training or solutions before the customer reaches out to cancel.

1. Internal Air Traffic Control

- The Strategic Middle: Act as the vital link between Gurus (Regional Strategy) and Market Managers (Tactical Execution).
- The /"Pre-Emptive/" Brief: Brief Market Managers on upcoming building needs based on your conversations, and update Gurus on the /"health score/" of every site so there are zero surprises during corporate reviews.

1. Aggressive Service Recovery

- Friction Detection:



When a tactical task is missed by the field team, you are the first to call the customer. You own the apology and the solution, ensuring the customer feels /"seen/" and /"valued/" despite the hiccup.
- Coordination: Rally internal teams to fix service gaps, ensuring the Market Manager has what they need to execute and the Guru is informed of the resolution.

The /"CHIP/" Profile: Who You Are

- The Assertive Communicator: You don't /"check in/"; you /"provide value./" Every call or email you send has a purpose and a suggestion.
- The Pattern Matcher: You notice when multiple buildings are having the same issue and proactively suggest a system-wide fix to the Gurus.
- The Relentless Follow-Up: You are the person who never lets a thread dangle. If a Market Manager hasn't closed a tactical loop, you’re on it before the customer has to ask.
- High Ego-Strength: You can handle the /"tough/" service recovery calls with a smile, turning frustrated stakeholders into brand advocates.

Performance Indicators (What Success Looks Like)

- Outreach Volume: Consistent completion of proactive building /"Pulse Checks./"
- Expansion Pipeline:



Number of growth leads identified and passed to Regional Gurus.
- Response Deflection: Decreasing the number of incoming complaints by solving issues through outgoing outreach.
- Internal Synergy: Zero /"communication silos/" between the building level and corporate.

Why Join Us?

In most companies, /"Customer Service/" is a defensive position. As a CHIP, you are on the offense. You have the autonomy to build relationships, the authority to coordinate internal teams, and the mandate to drive growth.

- Christmas Bonus: 30 days, to be paid in December.
- Major Medical Expense Insurance: Coverage up to $20,000,000.00 MXN.
- Minor Medical Insurance: VRIM membership with special discounts on doctor’s appointments and accident reimbursements.
- Dental Insurance: Always smile with confidence!
- Life Insurance: (Death and MXN Disability)
- Vacation Days: 12 vacation days in accordance with Federal Labor Law, with prior approval from your manager. + Floating Holidays: 3 floating holidays in addition to the 7 official holidays in Mexico.
- Cell Phone Reimbursement & Transportation Subsidy.
- Hybrid Scheme: Enjoy the best of both worlds, remote and in-office work.
- Multicultural Exposure: Work with operations within Mexico and United States.
- Mez Tal Internal Events: Strike a healthy balance between your professional and personal goals.
- Exclusive Discounts: Benefits with different companies for being part of Mez Tal.
- Academic Agreements: Access to national universities and language schools.

📌 Customer Happiness & Impact Partner - Hybrid Guadalajara
🏢 FlexTal Staffing
📍 Guadalajara