Call Center Representative - Critical Safety

TaskUs•New Braunfels, TX

About The Position

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. 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. TaskUs devotes considerable resources to the wellbeing of its employees. Being a Critical Safety Agent means participating in Wellness sessions and other resiliency programs: 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. Creating a Culture of Awareness and Prevention: TaskUs believes in being transparent with our new employees about their job duties and the possible impact. Some of your work may include interacting with riders and drivers who are in distress, agitated or in danger. Examples of these types of situations may include, but are not limited to: Pick up or drop off spot was not at the correct location or was in a place that made the rider feel unsafe. Driver or rider made a sexual comment or advance towards the rider Driver or rider used a racial slur, or displayed bias Car was unhygienic ( dirty, foul smell, etc) Callers may be inebriated, calling to report a variety of concerns Reporting a car accident, up to and including collision with other vehicles and/or pedestrians Driver or rider was assaulted (sexually or physically) Driver is taking the rider to an undisclosed or improper location A driver may call to report assault, violence, etc. A driver or rider is experiencing a medical emergency Driver or rider may be in distress (up to and including suicidal thoughts or actions). As a Critical Safety Agent, it is important for you to know the potential risks related to this type of work. While TaskUs is focused on employee wellness by having wellness providers available (on-site or remote), resiliency programming, and other wellness initiatives, exposure to disturbing situations is unavoidable. Some individuals with a sensitivity to viewing or experiencing disturbing situations may be at risk for developing distress, mental health symptoms, or, in rare instances, Secondary Traumatic Stress based on the situations they are involved with. TaskUs reserves the right to reassign Critical Safety Agents to other TaskUs projects based on staffing needs, employee performance, and other considerations. In order to help create a community that is safe for all employees, the Resiliency and Wellness Team takes an active role in the primary prevention of mental health concerns through direct practice efforts, e-learning, skills training, and outreach efforts to the TaskUs community. Our programs seek to raise awareness about psychological issues, challenge ideas that contribute to social inequity, disempowerment, and discrimination, as well as the underlying structures that support them. In addition, our programs empower employees to find and use their voices in a healthy and productive way.

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.

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

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