Critical Safety Agent- Bilingual (English/Spanish)

$62,358 - $116,397/Yr

Taskus - New Braunfels, TX

Full-time

Hybrid - New Braunfels, TX

Professional, Scientific, and Technical Services

About the position

As a Critical Safety Agent at TaskUs, you will play a vital role in assisting drivers and riders who encounter safety issues or have lost items. This position requires fluency in both Spanish and English, as you will provide empathetic support, resolve problems efficiently, and maintain clear communication with customers. You will be responsible for documenting interactions accurately and ensuring customer satisfaction while adhering to company policies and ethical standards. The role also involves participating in wellness sessions and resiliency programs to support your well-being in a challenging work environment.

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.

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.
• 6+ months of experience in an emergency response role (e.g., first responder, military, medical, 911 dispatch).
• Exceptional attention to detail, organizational skills, and follow-up capabilities.
• Tenacity to consistently prioritize doing what is right, even in challenging circumstances.
• Ability to work both independently and collaboratively, demonstrating flexibility and adaptability.

Benefits

• Access to counseling or coaching sessions for wellness support.
• Participation in skills-based resiliency training programs.