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Customer Experience 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 to fast-growing technology companies. We help our clients represent, protect, and grow their brands by leveraging a cloud-based infrastructure.

Our Culture

Our People First culture has enabled us to expand our workforce to approximately 45,000 employees globally. We have a presence in twenty-three locations across twelve countries, including the Philippines, India, and the United States.

What We Offer

At TaskUs, we prioritize our employees' well-being by offering competitive industry salaries and comprehensive benefits packages. We take pride in our inclusive environment and positive impact on the community. We actively encourage internal mobility and professional growth at all stages of an employee's career within TaskUs.

Job Title: Critical Safety Agent

As a Critical Safety Agent, you will be instrumental in assisting drivers and riders who have lost items or are experiencing a safety issue. You will provide empathetic support, efficient problem resolution, and clear communication to ensure seamless experiences for both drivers and riders.

Key Responsibilities
  1. Empathetic Support: Provide authentic assistance to customers, actively listening and addressing their concerns.
  2. Efficient Problem Resolution: Quickly gather and document details, use resources to resolve issues, and escalate when necessary.
  3. Clear Communication: Set expectations, provide accurate information, and maintain professionalism in all interactions.
  4. Follow-up: Ensure timely follow-up with customers, keeping them informed of their case status.
  5. Ownership and Accountability: Take personal responsibility for each interaction and its outcome, ensuring customer satisfaction.
  6. Professionalism: Represent the brand positively, adhering to company policies and ethical standards.
  7. Collaboration: Work effectively both independently and with teams to resolve issues and improve processes.
  8. Data Accuracy: Document interactions and case details accurately, maintaining confidentiality.
  9. Continuous Improvement: Stay updated on policies, participate in training, and suggest process improvements.
  10. Compliance: Adhere to all relevant laws, regulations, and company protocols.
Basic Qualifications
  1. Education: High School Diploma or GED
  2. Typing Speed: 25+ words per minute
  3. Communication Skills: Excellent verbal and written communication skills
  4. Hiring Assessments: Successful completion of standardized hiring assessments
  5. Flexibility: Willingness to work flexible hours as needed to support operational requirements
Preferred Qualifications
  1. Customer-Facing Experience: 24+ months of direct customer-facing experience in industries such as hospitality or contact centers, demonstrating a strong ability to establish rapport with individuals.
  2. Emergency Response Experience: 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.
  3. Attention to Detail: Exceptional attention to detail, organizational skills, and follow-up capabilities, ensuring thorough and efficient resolution of issues.
  4. Tenacity: Tenacity to consistently prioritize doing what is right, even in challenging circumstances.
  5. Collaboration and Adaptability: Ability to work both independently and collaboratively, demonstrating flexibility and adaptability in various scenarios.
Wellness and Resiliency

TaskUs devotes considerable resources to the wellbeing of its employees. As a Critical Safety Agent, you will participate in Wellness sessions and other resiliency programs, including:

  1. Counseling and Coaching: Access to counseling or coaching sessions to ensure awareness of wellness resources and job adjustment.
  2. Skills-Based Resiliency Trainings: 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:

  1. Lost or Unattended Items: Pick up or drop off spot was not at the correct location or was in a place that made the rider feel unsafe.
  2. Harassment or Discrimination: Driver or rider made a sexual comment or advance towards the rider, or used a racial slur, or displayed bias.
  3. Unhygienic Conditions: Car was unhygienic (dirty, foul smell, etc).
  4. Medical Emergencies: Callers may be inebriated, calling to report a variety of concerns, or reporting a car accident, up to and including collision with other vehicles and/or pedestrians.
  5. Assault or Violence: Driver or rider was assaulted (sexually or physically), or driver is taking the rider to an undisclosed or improper location.
  6. Distress or Suicidal Thoughts: A driver or rider is experiencing a medical emergency, or a driver or rider may be in distress (up to and including suicidal thoughts or actions).
TaskUs Commitment to Employee Wellbeing

While TaskUs is focused on employee wellbeing 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 Diversity, Equity, and Inclusion

TaskUs believes that innovation and higher performance are brought by people from all walks of life. We welcome applicants of different backgrounds, demographics, and circumstances. Inclusive and equitable practices are our responsibility as a business. TaskUs is committed to providing equal access to opportunities. If you need reasonable accommodations in any part of the hiring process, please let us know.

Equal Employment Opportunity

TaskUs is proud to be an equal opportunity workplace and is an affirmative action employer. We celebrate and support diversity; we are committed to creating an inclusive environment for all employees. TaskUs people-first culture thrives on it for the benefit of our employees, our clients, our services, and our community.