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Customer Safety Specialist

2 months ago

New Braunfels, Texas, United States TaskUs Full time

About TaskUs: TaskUs is a leading provider of outsourced digital services and next-generation customer experience solutions for rapidly growing technology firms. We assist our clients in representing, safeguarding, and expanding their brands. Utilizing a cloud-based infrastructure, TaskUs caters to clients in the most dynamic sectors, including social media, e-commerce, gaming, streaming, food delivery, ride-sharing, HiTech, FinTech, and HealthTech.

Our People First culture has facilitated the growth of our workforce to approximately 45,000 employees worldwide.

Currently, we operate in twenty-three locations across twelve countries, including the Philippines, India, and the United States.


Our journey began with a singular, innovative idea to redefine Business Process Outsourcing (BPO). At TaskUs, we recognize that fostering growth for our partners necessitates a culture of continuous evolution, embracing new technologies, and being prepared to tackle challenges swiftly while maintaining consistency in a constantly changing environment.


What We Provide:At TaskUs, we emphasize the well-being of our employees by offering competitive salaries and comprehensive benefits packages. Our commitment to a People First culture is evident in the various departments we have established, including Total Rewards, Wellness, HR, and Diversity. We take pride in our inclusive atmosphere and our positive impact on the community. Furthermore, we actively promote internal mobility and professional development at every stage of an employee's career within TaskUs.

Role of a Critical Safety Agent

What does a Critical Safety Agent do?


In this role, you will play a vital part in ensuring safe and high-quality experiences for both drivers and riders in a rideshare context.

Given the nature of some calls, this position requires individuals who can handle challenging situations with professionalism and empathy.

We strive to recruit only the most qualified candidates, as we are committed to maintaining a high standard within our organization.

As a Critical Safety Agent, your primary responsibility will be to assist drivers and riders who have lost items or are facing safety concerns.

TaskUs is dedicated to the well-being of its employees.

As a Critical Safety Agent, you will participate in wellness sessions and other resilience programs:

  • All CSA employees will have access to counseling or coaching sessions to enhance awareness of wellness resources and facilitate job adjustment.
  • All CSA employees will undergo skills-based resilience training.
Fostering a Culture of Awareness and Prevention:

TaskUs believes in being transparent with new employees regarding their job responsibilities and potential impacts.

Your duties may involve interacting with riders and drivers who are distressed, agitated, or in precarious situations.

Examples of such scenarios include:

  • Incorrect pick-up or drop-off locations that may compromise the rider's safety.
  • Inappropriate comments or advances made by drivers or riders.
  • Instances of bias or discrimination.
  • Unhygienic vehicle conditions.
  • Calls from inebriated individuals reporting various concerns.
  • Reporting accidents, including collisions with other vehicles or pedestrians.
  • Assaults, whether sexual or physical.
  • Improper transportation to undisclosed locations.
  • Emergency situations involving medical crises.
  • Distress calls, including those involving suicidal thoughts or actions.


As a Critical Safety Agent, it is crucial to be aware of the potential risks associated with this line of work.

While TaskUs prioritizes employee wellness through various initiatives, exposure to distressing situations is an inherent aspect of the role.

Individuals sensitive to disturbing situations may be at risk for developing mental health symptoms or, in rare cases, Secondary Traumatic Stress.

TaskUs reserves the right to reassign Critical Safety Agents to other projects based on staffing needs and employee performance.


To foster a safe community for all employees, the Resiliency and Wellness Team actively engages in the primary prevention of mental health concerns through direct practice, e-learning, skills training, and outreach efforts.

Our programs aim to raise awareness about psychological issues, challenge ideas that contribute to social inequity, and empower employees to express themselves in a healthy and constructive manner.

Key Responsibilities

  • Act as a direct point of contact for callers with safety or lost item inquiries.
  • Ask essential questions and provide pre-arrival instructions for emergency medical situations.
  • Gather and document all relevant information regarding safety concerns.
  • Handle all calls with empathy and compassion.
  • Submit appropriate tickets based on the nature of the calls received.
  • Interpret, analyze, and anticipate the caller's situation to resolve issues and direct them to emergency services.
  • Transfer drivers to the Driver support line for non-safety related inquiries.
  • Document all tickets accurately to ensure proper resolution.
  • Provide empathetic support without direct apologies during emergency calls.
  • Adhere to Quality Assurance guidelines and Client Knowledgebase protocols.
  • Comply with security and privacy policies as outlined by TaskUs.
  • Meet internal efficiency metrics as required by the Client.
  • Ensure proper handling of escalations as per designated protocols.
  • Input information into the client database accurately.
Qualifications:

  • Willingness to work on-site.
  • Completion of an assessment, including a typing test of 25 wpm.
  • Excellent communication skills, both written and verbal.
  • Ability to work independently and collaboratively as part of a remote team.
  • Adaptability and flexibility in handling process and information changes.
  • Minimum age of 18 years.
  • High school diploma or GED required.
  • Willingness to undergo a background screening.
- 6 months of Emergency Response experience preferred.

Preferred Qualifications:

  • Experience in phone, email, and live chat support.
  • Background in customer service, sales, billing, collections, or technical support.
About Us:


We are a collective of highly skilled professionals who leverage technology and data to best serve our purpose.

From Digital CX to Content Security, AI Operations, Consulting, and beyond, we are committed to protecting our partners' interests and supporting their long-term success through innovation and technology powered by exceptionally talented individuals.

In addition to our unique culture, you will enjoy benefits such as:

  • Comprehensive Medical, Dental, Vision, and Prescription plans.
  • 401k Match.
  • Pet Insurance.
  • Numerous Discounts with Popular Brands.


TaskUs collaborates with the world's most innovative and disruptive brands to safeguard what matters most and thrive in an ever-evolving landscape.

With over 25,000 employees globally, TaskUs operates across the United States, the Philippines, India, Taiwan, Mexico, Greece, Ireland, and Colombia.

TaskUs is an equal opportunity employer. We believe that life is better with Us. Discover what it means to work for a company that prioritizes People over Profits.



How We Protect You:
TaskUs will never solicit money from you during the application process or require any form of payment to proceed. Please ensure that you communicate only with authorized TaskUs recruiters.



DEI:
At TaskUs, we believe that innovation and superior performance stem from a diverse workforce. We welcome applicants from various backgrounds, demographics, and experiences. It is our responsibility to uphold inclusive and equitable practices as a business. TaskUs is dedicated to providing equal access to opportunities. If you require reasonable accommodations during the hiring process, please inform us.



EEO:
TaskUs is proud to be an equal opportunity workplace and an affirmative action employer. We celebrate and support diversity, committed to creating an inclusive environment for all employees. Our People First culture thrives on this commitment for the benefit of our employees, clients, services, and community.

We invite you to explore all TaskUs career opportunities.