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Bilingual Call Center Representative - Critical Safety
Change State for TaskUs - New Braunfels, TX
posted 2 months ago
About the position
The Critical Safety Agent at TaskUs plays a vital role in ensuring safe and high-quality experiences for drivers and riders in the rideshare business. This position involves assisting individuals who may be in distress or facing safety issues, while also providing support for lost items. The role requires empathy, strong communication skills, and the ability to handle sensitive situations effectively. Critical Safety Agents will participate in wellness sessions and resiliency training to support their mental health and well-being while managing potentially distressing calls.
Responsibilities
- Serve as a direct point of contact in assisting callers with their safety or lost item concerns.
- Ask vital questions and provide pre-arrival instructions for emergency medical calls.
- Gather and document all information regarding safety concerns.
- Treat all calls with empathy and compassion.
- Submit the appropriate ticket regarding the nature of the call received.
- Interpret, analyze, and anticipate the caller's situation to resolve problems and provide information.
- Transfer drivers to the Driver support line for non-safety concerns.
- Document all tickets accurately for resolution.
- Show empathy without direct apologies when handling emergency calls.
- Comply with security and privacy policies as shared by TaskUs.
- Ensure proper handling of calls under Quality Assurance guidelines and Client Knowledgebase.
- Handle escalations properly and review them with designated escalation points.
Requirements
- Willingness to work on location in New Braunfels, TX.
- Completion of an assessment including a typing test of 25 wpm.
- Great communication skills, both written and orally.
- Ability to work independently and as a remote team player.
- Adaptability and flexibility to work with process and information changes.
- At least 18 years of age.
- High school diploma or GED required.
- Willingness to participate in a background screening.
Nice-to-haves
- Experience with phone, email, and live chat support.
- Experience in customer service, sales, billing, collections, and technical support.
Benefits
- Outstanding Medical, Dental, Vision and Prescription plans
- 401k Match
- Pet Insurance
- Hundreds of Discounts with the Brands you Love and Use
