Customer Service Representative | English Required | Tijuana, B.C., Mexico

Location: Tijuana, Baja California, Mexico. Onsite (not remote, not located in the United States).

Company: National Automobile Club (NAC), an American company.

Schedule: Monday to Friday, California (Pacific Time) hours.

About the Role

This position is based onsite in Tijuana, B.C., Mexico. You will answer inbound calls from US customers who need roadside help (towing, tires, fuel, lockouts) and coordinate the dispatch of service providers. You are the first point of contact between the customer and the help they need, so advanced English is the core of this job.

What You Will Do

- Answer inbound calls from US customers in English and collect vehicle, location, and service information
- Confirm the customer's safety and location before dispatching service
- Coordinate the dispatch of service providers following established protocols
- Follow each case until the provider reaches the customer
- Handle multiple cases at the same time with accuracy, calm, and a customer-first approach
- Document every call in the system with complete and accurate information
- Escalate complex or emergency situations according to internal procedures

Requirements (in order of importance)

- Advanced English, spoken and written.



You will speak with US customers in English all day. This is mandatory.
- Ability to work onsite in Tijuana, B.C., Mexico
- Clear voice, precise diction, and a professional, empathetic phone presence
- Ability to stay calm and focused in high-pressure or emergency situations
- Ability to multitask with attention to detail
- Availability to work California hours, Monday to Friday (morning or afternoon shift)
- At least 1 year of experience in customer service or a call center
- Basic computer skills

Nice to Have

- High-volume call center experience
- Familiarity with roadside assistance or insurance terminology
- Experience with dispatch systems or CRM tools

What We Offer

- Competitive monthly salary based on experience
- Benefits per Mexican Federal Labor Law (IMSS social security, aguinaldo, vacation premium)
- Fully paid training before taking live calls
- Professional environment at an American company with 100+ years in the market
- Growth opportunities in an organization expanding across the US, Mexico, and Latin America

Selection Process

Qualified candidates will complete a short voice application and two interview rounds.

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📌 Customer Service Representative (Tijuana)
🏢 NAC National Automobile Club- Commercial Roadside Assistance
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