Call Center Representative - Critical Safety

The Critical Safety Agent ensures high quality and safe experiences for both drivers and riders in a rideshare business. The role requires empathy, strong communication, and the ability to handle sensitive and potentially dangerous situations while maintaining professionalism and confidentiality.

• Provide authentic assistance to customers, actively listening and addressing their concerns.
• Gather and document details quickly, use resources to resolve issues, and escalating when necessary.
• Set expectations, provide accurate information, and maintain professionalism in all interactions.
• Ensure timely follow‑up with customers, keeping them informed of their case status.
• Take personal responsibility for each interaction and its outcome, ensuring customer satisfaction.
• Represent the brand positively, adhering to company policies and ethical standards.
• Work effectively both independently and with teams to resolve issues and improve processes.
• Document interactions and case details accurately, maintaining confidentiality.
• Stay updated on policies, participate in training, and suggest process improvements.
• Adhere to all relevant laws, regulations, and company protocols.

• 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.

• 24+ months of direct customer‑facing experience in hospitality or contact centers, demonstrating a strong ability to establish rapport.
• 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.
• Willingness to learn and curious mindset.
• Tenacity to prioritize doing what is right, even in challenging circumstances.
• Ability to work both independently and collaboratively, demonstrating flexibility and adaptability.

• Critic Safety Agents will participate in wellness sessions and resiliency programs, including counseling and coaching sessions.
• All agents attend skills‑based resiliency training.
• Typical incidents include:
• Incorrect pick‑up or drop‑off locations.
• Sexual comments or advances toward a rider.
• Racial slurs or displayed bias.
• Unhygienic vehicles (dirty, foul smell, etc.).
• Inebriated callers reporting concerns.
• Car accidents or collisions with other vehicles or pedestrians.
• Assaults (sexual or physical) involving drivers or riders.
• Drivers taking riders to undisclosed or improper locations.
• Medical emergencies or distress, including suicidal thoughts or actions.

Task Us is proud to be an equal‑opportunity workplace and an affirmative action employer. We celebrate and support diversity; we are committed to creating an inclusive environment for all employees, clients, and partners.