Service Specialist II: Escalated Support & Salesforce

Colonial Group; Monterrey; Hybrid; MXN 250,000 - 350,000; Full time

Job summary

Colonial Group is seeking a Senior Service Specialist to join our Operations Account Teams in Monterrey. You will provide level two support, working on escalated customer issues and continuous improvement, while collaborating with customer-facing teams and carrier partners to execute daily operations.

The role emphasizes high-level customer service, efficient processes, and strong communication skills across Salesforce-based workflows and standard office tools.

Qualifications

• Proficient with internal systems.
• Familiarity with Microsoft programs, Salesforce, and carrier relationships.
• Excellent verbal and written communication skills.
• Problem resolution.
• Time management.
• Relationship management.

Responsibilities

• Provide level two support focusing on escalated customer issues and continuous improvement.
• Coordinate with customer-facing teams and carrier partners to execute daily operations.
• Utilize Salesforce macros, templates, and flows for efficient service delivery.
• Maintain high level of customer service through transactional processes and clear communication.
• Support account teams with escalated issues and strategic process enhancements.

Skills

Excellent verbal and written comms

Time management

Relationship management

Problem resolution

Education

High School Diploma

Tools

Salesforce

Microsoft Office

Job description

Colonial Group is seeking a Senior Service Specialist to join our Operations Account Teams in Monterrey. You will provide level two support, working on escalated customer issues and continuous improvement, while collaborating with customer-facing teams and carrier partners to execute daily operations.

The role emphasizes high-level customer service, efficient processes, and strong communication skills across Salesforce-based workflows and standard office tools.