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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