Bilingual Call Center Representative - Critical Safety
Company: TaskUs
Location: San Marcos
Posted on: April 23, 2024
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Job Description:
About TaskUs: TaskUs is a provider of outsourced digital
services and next-generation customer experience to fast-growing
technology companies, helping its clients represent, protect and
grow their brands. Leveraging a cloud-based infrastructure, TaskUs
serves clients in the fastest-growing sectors, including social
media, e-commerce, gaming, streaming media, food delivery,
ride-sharing, HiTech, FinTech, and HealthTech.
The People First culture at TaskUs has enabled the company to
expand its workforce to approximately 45,000 employees globally.
Presently, we have a presence in twenty-three locations across
twelve countries, which include the Philippines, India, and the
United States.
It started with one ridiculously good idea to create a different
breed of Business Processing Outsourcing (BPO)! We at TaskUs
understand that achieving growth for our partners requires a
culture of constant motion, exploring new technologies, being ready
to handle any challenge at a moment's notice, and mastering
consistency in an ever-changing world.
What We Offer: At TaskUs, we prioritize our employees' well-being
by offering competitive industry salaries and comprehensive
benefits packages. Our commitment to a People First culture is
reflected in the various departments we have established, including
Total Rewards, Wellness, HR, and Diversity. We take pride in our
inclusive environment and positive impact on the community.
Moreover, we actively encourage internal mobility and professional
growth at all stages of an employee's career within TaskUs. Join
our team today and experience firsthand our dedication to
supporting People First.
Critical Safety Agent
So what does a Critical Safety Agent really do?
Think of yourself as someone who will ensure high quality and safe
experiences for both drivers and riders in a rideshare business.
Some calls may be difficult, so not everyone will qualify for this
role. We make sure we get the best of the best, after all, we are a
ridiculously good company, so we make sure our employees are
top-notch.
As a Critical Safety Agent , you will be instrumental in assisting
drivers and riders who have lost items or are experiencing a safety
issue.
TaskUs devotes considerable resources to the wellbeing of its
employees.
Being a Critical Safety Agent means participating in Wellness
sessions and other resiliency programs:
All CSA employees will have access to counseling or coaching
sessions to ensure awareness of wellness resources and to ensure
job adjustment.
All CSA employees will attend skills based resiliency training.
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, but are not limited to:
Pick up or drop off spot was not at the correct location or was in
a place that made the rider feel unsafe.
Driver or rider made a sexual comment or advance towards the
rider
Driver or rider used a racial slur, or displayed bias
Car was unhygienic ( dirty, foul smell, etc)
Callers may be inebriated, calling to report a variety of
concerns
Reporting a car accident, up to and including collision with other
vehicles and/or pedestrians
Driver or rider was assaulted (sexually or physically)
Driver is taking the rider to an undisclosed or improper
location
A driver may call to report assault, violence, etc.
A driver or rider is experiencing a medical emergency
Driver or rider may be in distress (up to and including suicidal
thoughts or actions).
As a Critical Safety Agent , it is important for you to know the
potential risks related to this type of work. While TaskUs is
focused on employee wellness 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 reserves the right to reassign Critical Safety Agents to
other TaskUs projects based on staffing needs, employee
performance, and other considerations.
In order to help create a community that is safe for all employees,
the Resiliency and Wellness Team takes an active role in the
primary prevention of mental health concerns through direct
practice efforts, e-learning, skills training, and outreach efforts
to the TaskUs community. Our programs seek to raise awareness about
psychological issues, challenge ideas that contribute to social
inequity, disempowerment, and discrimination, as well as the
underlying structures that support them. In addition, our programs
empower employees to find and use their voices in a healthy and
productive way.
Specific Job Duties
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
You will be responsible for gathering and documenting all
information in regards to their safety concern
You will be responsible for treating all calls with empathy and
compassion
You will be responsible for submitting the appropriate ticket
regarding the nature of the call you have received
Ask questions to interpret, analyze and anticipate the caller's
situation so as to resolve problems, provide information, direct
them to emergency services, and submit the proper ticket
Transferring all drivers over to the Driver support line in the
event you receive a call from a driver needing assistance on
anything other than a safety or lost item concern
Perform additional duties such as immediately transferring the
caller to a recorded line when they are seeking any additional
support that is not a safety or lost item concern.
Properly document all tickets so that they are resolved
correctly.
You will be the first or second contact after an emergency and will
need to show empathy without direct apologies
Proper handling of calls which fall under our Quality Assurance
guidelines and our Client Knowledgebase
Comply with the security and privacy policies as shared by
TaskUs
To Comply with any internal efficiency metric to meet requirements
and needs of the Client
Ensure any escalation is properly handled and reviewed by the
designated escalation point, internal or external
Enter information into client database
Requirements:
Be willing to work on location in New Braunfels TX
Must be willing to complete an assessment that includes a typing
test of 25 wpm
Great communication skills, written and orally
Demonstrate strong abilities to work independently and as a remote
team player
Must be adaptable and flexible, demonstrating abilities to work
with process and information changes
Must be at least 18 years of age
Must have at least a High school diploma or GED
Must be willing to participate in a background screening
Recommended:
Experience with phone, email and live chat support
Experience in customer service, sales, billing, collections, and
technical support
About Us:
We are a collective of highly capable humans, who understand how to
deploy technology and data to best serve your purpose. From Digital
CX to Content Security, AI Operations, Consulting, and anything in
between, we consider ourselves responsible for protecting our
partners' interests and supporting their long-term success through
innovation and technology-powered by ridiculously smart people.
In addition to our truly #Ridiculous culture, you'll enjoy benefits
like:
Outstanding Medical, Dental, Vision and Prescription plans
401k Match
Pet Insurance
Hundreds of Discounts with the Brands you Love and Use
TaskUs partners with the world's most innovative and disruptive
brands to protect what matters most and to thrive in an
ever-changing world. TaskUs currently has over 25,000 employees
around the world with offices across the United States, the
Philippines, India, Taiwan, Mexico, Greece, Ireland, and Colombia.
TaskUs is an equal opportunity employer. Life is better with Us!
Find out what it means to work for a company that puts People
before Profits!
How We Partner To Protect You: TaskUs will neither solicit money
from you during your application process nor require any form of
payment in order to proceed with your application. Kindly ensure
that you are always in communication with only authorized
recruiters of TaskUs.
DEI: In TaskUs we believe 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.
EEO: 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.
We invite you to explore all TaskUs career opportunities and apply
through the provided URL . Associated topics: call center
specialist, client, customer care, customer care associate,
customer service specialist, rep, representative, support,
telephone service representative, tsr
Keywords: TaskUs, San Marcos , Bilingual Call Center Representative - Critical Safety, Other , San Marcos, Texas
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