Company Description
Allied Customer Solutions, Inc. (ACSI) is a nearshore business process outsourcing (BPO) leader specializing in flexible, tailored contact center solutions for industries such as healthcare, financial services, automotive, consumer products, e-commerce, and home services.
The company provides multi-location outsourced customer care and strategic consulting designed to streamline operations, enhance customer journeys, and control costs.
ACSI operates with an agent-first approach, supported by a network of 1,000+ trained professionals who deliver consistent, high-quality customer experiences.
With locations in Las Vegas, NV, Tijuana, Mexico, and Mexico City, ACSI offers the advantages of contracting with a U.S. corporation while leveraging competitive nearshore rates.
The organization adheres to strict regulatory and security standards, including HIPAA, PCI, FDCPA, FCRA, GLBA, and FFIEC requirements.
Role Description
This full-time, on-site Associate role is based in Tijuana, Baja California (BCN).
The Associate will handle inbound and outbound customer interactions, including answering questions, resolving issues, processing basic transactions, and documenting each contact accurately in company systems.
Daily responsibilities include following call center scripts and procedures, escalating complex cases to supervisors, and collaborating with team members to support service level goals.
The Associate will be expected to learn and apply client-specific policies, maintain confidentiality, and adhere to compliance and quality standards.
The role also involves participating in training and coaching sessions, contributing to a positive team environment, and identifying opportunities to improve the customer experience.
Qualifications
Strong verbal and written communication skills in English; bilingual proficiency in Spanish and English is highly preferred.
Customer service skills, including active listening, empathy, problem-solving, and the ability to de-escalate challenging interactions.
Basic computer literacy, including typing proficiency, use of CRM or call center software, email, and web-based tools.
Ability to follow detailed procedures, maintain accurate records, and comply with regulatory and security requirements.
Experience in a call center, BPO, or customer-facing role is beneficial but not required; training will be provided.
High school diploma or equivalent; additional education in business, communications, or related fields is a plus.
Reliable punctuality, willingness to work assigned shifts (including evenings, weekends, or holidays as needed), and ability to work on-site in Tijuana, BCN.
Team-oriented mindset, openness to feedback, and a commitment to continuous learning and professional growth.
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