Call Center Representative - Critical Safety

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.
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 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, 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

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 https://www.taskus.com/careers/.