Customer Experience Specialist

3 days ago

San Marcos, 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. Our mission is to help our clients represent, protect, and grow their brands by leveraging a cloud-based infrastructure and a global workforce of highly skilled professionals.

Job Summary:

We are seeking a highly skilled and empathetic Critical Safety Agent to join our team. 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 authentic assistance to customers, actively listening and addressing their concerns, while also ensuring timely follow-up and maintaining professionalism in all interactions.

Key Responsibilities:
  • Empathetic Support: Provide authentic assistance to customers, actively listening and addressing their concerns.
  • Efficient Problem Resolution: Quickly gather and document details, use resources to resolve issues, and escalate when necessary.
  • Clear Communication: Set expectations, provide accurate information, and maintain professionalism in all interactions.
  • Follow-up: Ensure timely follow-up with customers, keeping them informed of their case status.
  • Ownership and Accountability: Take personal responsibility for each interaction and its outcome, ensuring customer satisfaction.
  • Professionalism: Represent the brand positively, adhering to company policies and ethical standards.
  • Collaboration: Work effectively both independently and with teams to resolve issues and improve processes.
  • Data Accuracy: Document interactions and case details accurately, maintaining confidentiality.
  • Continuous Improvement: Stay updated on policies, participate in training, and suggest process improvements.
  • Compliance: 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.
Preferred Qualifications:
  • 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.
  • 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.
Wellness and Resiliency:

TaskUs is committed to the well-being of its employees and provides access to counseling or coaching sessions, skills-based resiliency trainings, and other wellness initiatives to ensure a safe and supportive work environment.

Equal Opportunity Employer:

TaskUs is an equal opportunity employer and welcomes applicants from diverse backgrounds and demographics. We are committed to providing equal access to opportunities and creating an inclusive environment for all employees.

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