Service Specialist II - MEX

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

PURPOSE

The Senior Service Specialist position is designed to be an integral part of the Operations Account Teams. This position focuses on providing level two support for customers by focusing on continuous improvement, efficiency and providing a consistent level of service for customers and support for Account teams. In addition, the Service Specialist II position works closely with the customer facing teams and our carrier partners to execute the day-to-day operation as a highly transactional service team. A level II Service Specialist will focus on escalated customer issues, strategic processes, focus on higher level customers and will have proven their ability and knowledge based on Tier I expectations.

ESSENTIAL DUTIES & RESPONSIBILITIES

• Advanced skills pertaining to standard processes and consistent customer communication.
• Ability to identify and troubleshoot continuous improvement opportunities within the team.
• Advanced Salesforce knowledge and abilities.
• Ability to provide a high level of customer service by way of transactional services and clear communication.
• Assist customer facing teams by using proper Salesforce macros, templates, and flows.
• Improve on time management, organization and planning skills.
• Consistent Monday-Friday work schedule.
• Communicate daily with both customer facing teams and customers via Salesforce tools.
• Work with scalable processes that enable the team to be efficient while providing a focus of high level of customer service.

REQUIRED KNOWLEDGE/SKILLS/ABILITIES

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

QUALIFICATIONS:

2+ years internal experience

High School Diploma required

PHYSICAL DEMANDS & WORK ENVIRONMENT

Work Environment: Job is typically performed in a general office environment.

Physical Requirements

• NP Not Present
• O Occasional (Up to 25% of time)
• F Frequent (26%-74% of time)
• C Constant (75% or more of time)