Bilingual Customer Service Call Center - Onsite Coyoacan

As an IAA Release Representative (Customer Service Representative), you'll be at the center of the vehicle release process, helping ensure vehicles are ready, requirements are met, and pickups happen smoothly and on time. You'll connect with vehicle owners, storage facilities, body shops, service providers, insurance partners, and other key stakeholders. You'll coordinate release requirements, proactively address challenges, and keep assignments moving toward successful pickup.

This is a fast-paced, high-volume customer service role where your communication, organization, attention to detail, and problem-solving skills will make a real difference. Every interaction is an opportunity to remove roadblocks, improve efficiency, and create a better experience for everyone involved.

If you enjoy solving problems, building relationships, and keeping things moving, this is a role where your work truly matters.

**To be considered for this campaign, only resumes/CVs submitted in English will be accepted and reviewed. Please make sure your resume is updated and submitted in English.**

What You'll Do

• Make inbound and outbound calls to vehicle owners, body shops, storage facilities, service providers, and other stakeholders to coordinate vehicle releases and pickups.
• Confirm vehicle release readiness, location, access requirements, key availability, operating hours, storage conditions, and other information needed for a successful pickup.
• Identify and resolve barriers that may delay vehicle release or pickup, taking appropriate action to move assignments forward.
• Clearly communicate requirements, answer questions, and provide professional support throughout the release process.
• Accurately document all calls, contact attempts, conversations, approvals, release status updates, barriers, and follow-up actions in the LYNX User Interface (LUI).
• Review and follow IAA branch requirements, provider instructions, client requirements, and Solera procedures.
• Coordinate and validate storage payments and related charges, obtaining the appropriate approvals when required.
• Escalate assignments through established communication channels when additional support, approvals, or intervention are needed.
• Schedule and manage follow-up activities to maintain ownership of assignments and ensure continued progress toward completion.
• Maintain established productivity, quality, accuracy, and customer service standards.
• Collaborate with internal teams, external providers, and other stakeholders to resolve issues and achieve operational goals.
• Adapt to changing priorities, processes, and business needs in a fast-paced environment.

What You'll Bring

Required

• At least 2 years of customer service experience.
• High School Diploma or equivalent.
• Strong verbal and written communication skills.
• Professional and customer-focused approach to every interaction.
• Strong attention to detail and accurate documentation skills.
• Ability to manage multiple assignments and prioritize tasks effectively.
• Strong problem-solving and decision-making skills.
• Ability to work in a fast-paced, performance-driven environment.
• Comfortable working with multiple computer applications and learning new systems.
• Ability to follow established procedures, client requirements, and escalation guidelines.
• Ability to work independently while collaborating effectively with a team.
• Successful completion of a background check.

What Makes You Successful

The ideal candidate is someone who:

• Communicates clearly and professionally with different types of customers and business partners.
• Takes ownership of their assignments and follows through until resolution.
• Remains calm, patient, and solution-oriented when handling challenging situations.
• Is highly organized and comfortable managing multiple priorities.
• Pays close attention to details and understands the importance of accurate documentation.
• Learns new systems and processes quickly.
• Is adaptable and comfortable working in an environment where priorities may change.
• Enjoys helping customers and finding solutions to operational challenges.

Benefits & Perks

At Solera, we are committed to providing our employees with a competitive benefits package and a supportive work environment. Depending on eligibility and location, our benefits may include:

Benefits include:

• Monday to Friday, 6 a.m. to 3:30 p.m.
• Full law benefits
• 30 days of aguinaldo
• 13% Fondo de ahorro
• Vales de despensa
• Major & minor medical insurance
• Dental and vision plan

About Solera

Join Solera and help us transform the vehicle lifecycle through technology, data, and exceptional customer experiences.

It is impossible to list every requirement for, or responsibility of, any position. Similarly, we cannot identify all the skills a position may require since job responsibilities and the Company's needs may change over time. Therefore, the above job description is not comprehensive or exhaustive. The Company reserves the right to adjust, add to, or eliminate any aspect of the above description. The Company also retains the right to require all employees to undertake additional or different job responsibilities when necessary to meet business needs.