Customer Happiness & Impact Partner - Hybrid Guadalajara

Location: Guadalajara, Mexico (Hybrid)
Supporting a U.S.-based client (Senior Living / Healthcare Industry)

The Mission: Proactive by Design

The CHIP does not wait for a phone call, a ticket, or a complaint. You are the Customer Happiness & Impact Partner because you stay three steps ahead of the building’s needs. While our Gurus handle the "Big Picture" and Market Managers handle the "Right Now," you own the "What’s Next." Your success is measured by how often you solve a problem before the customer even knows it exists.

Key Responsibilities

1. The "Offensive" Outreach Strategy

• Scheduled Success Cycles: Execute a rigorous calendar of proactive "Pulse Checks" with building leads. You own the cadence of the relationship, ensuring no customer goes more than [X] days without a high-value touchpoint.
• Growth Hunting: Use your outreach to identify untapped needs. You are responsible for uncovering expansion opportunities and "pitching" them to the Regional Gurus for closing.
• Usage Audits: Monitor building-level data to spot drops in engagement. Reach out immediately to provide training or solutions before the customer reaches out to cancel.

2. Internal Air Traffic Control

• The Strategic Middle: Act as the vital link between Gurus (Regional Strategy) and Market Managers (Tactical Execution).
• The "Pre-Emptive" Brief: Brief Market Managers on upcoming building needs based on your conversations, and update Gurus on the "health score" of every site so there are zero surprises during corporate reviews.

3. Aggressive Service Recovery

• Friction Detection: When a tactical task is missed by the field team, you are the first to call the customer. You own the apology and the solution, ensuring the customer feels "seen" and "valued" despite the hiccup.
• Coordination: Rally internal teams to fix service gaps, ensuring the Market Manager has what they need to execute and the Guru is informed of the resolution.

Requirements:
The "CHIP" Profile: Who You Are

• The Assertive Communicator: You don't "check in"; you "provide value." Every call or email you send has a purpose and a suggestion.
• The Pattern Matcher: You notice when multiple buildings are having the same issue and proactively suggest a system-wide fix to the Gurus.
• The Relentless Follow-Up: You are the person who never lets a thread dangle. If a Market Manager hasn't closed a tactical loop, you’re on it before the customer has to ask.
• High Ego-Strength: You can handle the "tough" service recovery calls with a smile, turning frustrated stakeholders into brand advocates.

Performance Indicators (What Success Looks Like)

• Outreach Volume: Consistent completion of proactive building "Pulse Checks."
• Expansion Pipeline: Number of growth leads identified and passed to Regional Gurus.
• Response Deflection: Decreasing the number of incoming complaints by solving issues through outgoing outreach.
• Internal Synergy: Zero "communication silos" between the building level and corporate.

Why Join Us?

In most companies, "Customer Service" is a defensive position. As a CHIP, you are on the offense. You have the autonomy to build relationships, the authority to coordinate internal teams, and the mandate to drive growth.

Benefits:
• Christmas Bonus: 30 days, to be paid in December.

• Major Medical Expense Insurance: Coverage up to $20,000,000.00 MXN.
• Minor Medical Insurance: VRIM membership with special discounts on doctor’s appointments and accident reimbursements.
• Dental Insurance: Always smile with confidence!
• Life Insurance: (Death and MXN Disability)
• Vacation Days: 12 vacation days in accordance with Federal Labor Law, with prior approval from your manager. + Floating Holidays: 3 floating holidays in addition to the 7 official holidays in Mexico.
• Cell Phone Reimbursement & Transportation Subsidy.
• Hybrid Scheme: Enjoy the best of both worlds, remote and in-office work.
• Multicultural Exposure: Work with operations within Mexico and United States.
• MezTal Internal Events: Strike a healthy balance between your professional and personal goals.
• Exclusive Discounts: Benefits with different companies for being part of MezTal.
• Academic Agreements: Access to national universities and language schools.