Call Center Representative - Critical Safety Agent (Bilingual - Spanish)

TaskUs • New Braunfels, TX

40d

About The Position

About TaskUs: TaskUs is a provider of outsourced digital services and next-generation customer experience to fast-growing technology companies, helping its clients represent, protect and grow their brands. Leveraging a cloud-based infrastructure, TaskUs serves clients in the fastest-growing sectors, including social media, e-commerce, gaming, streaming media, food delivery, ride-sharing, HiTech, FinTech, and HealthTech. The People First culture at TaskUs has enabled the company to expand its workforce to approximately 45,000 employees globally. Presently, we have a presence in twenty-three locations across twelve countries, which include the Philippines, India, and the United States. It started with one ridiculously good idea to create a different breed of Business Processing Outsourcing (BPO)! We at TaskUs understand that achieving growth for our partners requires a culture of constant motion, exploring new technologies, being ready to handle any challenge at a moment's notice, and mastering consistency in an ever-changing world. What We Offer: At TaskUs, we prioritize our employees' well-being by offering competitive industry salaries and comprehensive benefits packages. Our commitment to a People First culture is reflected in the various departments we have established, including Total Rewards, Wellness, HR, and Diversity. We take pride in our inclusive environment and positive impact on the community. Moreover, we actively encourage internal mobility and professional growth at all stages of an employee's career within TaskUs. Join our team today and experience firsthand our dedication to supporting People First. So what does a Critical Safety Agent really do? Think of yourself as someone who will ensure high quality and safe experiences for both drivers and riders in a rideshare business. Some calls may be difficult, so not everyone will qualify for this role. We make sure we get the best of the best, after all, we are a ridiculously good company, so we make sure our employees are top-notch. As a Critical Safety Agent, you will be instrumental in assisting drivers and riders who have lost items or are experiencing a safety issue. We are dedicated to ensuring the well-being of both our drivers and riders by embedding safety measures into every aspect of our platform. While we strive for seamless experiences, we understand that unexpected incidents may occur, so we rely on our specialized safety agents to provide support and empathy during challenging situations.

Requirements

• High School Diploma or GED.
• Typing speed of 25+ words per minute.
• Excellent verbal and written communication skills.
• Successful completion of standardized hiring assessments.
• Willingness to work flexible hours as needed to support operational requirements.
• Must be bilingual in spanish and english at a B2 level

Nice To Haves

• 24+ months of direct customer-facing experience in industries such as hospitality or contact centers, demonstrating a strong ability to establish rapport with individuals.
• 6+ months of experience in an emergency response role (e.g., first responder, military, medical, 911 dispatch), showcasing the ability to remain composed and think critically in high-pressure situations.
• Exceptional attention to detail, organizational skills, and follow-up capabilities, ensuring thorough and efficient resolution of issues.
• Willingness to learn and curious mindset
• Tenacity to consistently prioritize doing what is right, even in challenging circumstances.
• Ability to work both independently and collaboratively, demonstrating flexibility and adaptability in various scenarios.

Responsibilities

• Empathetic Support: Provide authentic assistance to customers, actively listening and addressing their concerns.
• Efficient Problem Resolution: Quickly gather and document details, use resources to resolve issues, and escalate when necessary.
• Clear Communication: Set expectations, provide accurate information, and maintain professionalism in all interactions.
• Follow-up: Ensure timely follow-up with customers, keeping them informed of their case status.
• Ownership and Accountability: Take personal responsibility for each interaction and its outcome, ensuring customer satisfaction.
• Professionalism: Represent the brand positively, adhering to company policies and ethical standards.
• Collaboration: Work effectively both independently and with teams to resolve issues and improve processes.
• Data Accuracy: Document interactions and case details accurately, maintaining confidentiality.
• Continuous Improvement: Stay updated on policies, participate in training, and suggest process improvements.
• Compliance: Adhere to all relevant laws, regulations, and company protocols.

Benefits

• At TaskUs, we prioritize our employees' well-being by offering competitive industry salaries and comprehensive benefits packages.
• All CSA employees will have access to counseling or coaching sessions to ensure awareness of wellness resources and to ensure job adjustment.
• All CSA employees will attend skills based resiliency trainings.

What This Job Offers

• Job Type: Full-time
• Career Level: Entry Level
• Industry: Administrative and Support Services
• Education Level: High school or GED
• Number of Employees: 5,001-10,000 employees