Senior Service Agent

Job Description

Company:                   Protos Security

Title:                            Senior Service Agent

Location:                     Roanoke, VA (on-site)

Protos is seeking a Senior Service Agent/Account Manager to join its National Operations Service Center in Roanoke, VA. Our work environment is fast paced, positive and stresses results oriented internal growth. 

Who We Are 

Protos Security, a portfolio company of Southfield Capital, is a technology-enabled security services company offering security guarding, monitoring and device solutions for a wide spectrum of customers across North America. Protos Security prides itself on delivering a high touch service, actionable insights, transparency, and program flexibility for its clients. For more information on customized solutions to protect your business, please visit www.protossecurity.com. 

How we work together to lead and succeed as Team Protos 

Protos embraces an entrepreneurial spirit that is rarely found in organizations of our size. We were founded on innovative technology to improve the industry and are still known as the leaders in technology-enabled security services. We explore possibilities and blaze our own trail toward solving even the most complex client challenges. 

Our four values – integrity, accountability, innovation and excellence – are at the center of what we do and why we do it. At Protos, we truly care about and recognize the hard-working people that are part of our business ecosystem and we work to improve the security industry from every angle. 

Primary Responsibilities 

• To oversee a portfolio of National and Local customer’s security needs as it relates to guard service, off-duty police, and overall security programs across their footprint.
• Act as primary point of contact for the Client and establish productive, professional relationships with key personnel within assigned Client accounts.
• Proactively assess, clarify, and validate Client’s needs on an ongoing basis, communicate them internally as needed; develop plans and oversee delivery execution.
• Lead solution development efforts that best address Clients’ needs, while coordinating the involvement of all necessary Company personnel.
• Be the accountable point person with all rollouts of new business for each assigned Client. Direct the flow of information between each Client, the specific Company personnel, and Company departments involved in each roll-out, and vice versa.
• Consistently communicate with your immediate supervisor on any recognition, issue or concern regarding your clients
• To keep all matters of confidentiality only between you and the party involved
• Address all client concerns and use discretion and independent judgement to determine when concerns reach a level that necessitates escalation
• Prioritize client concerns and take the lead/ownership on any requests, issues, or questions from your clients
• Approve time, make necessary changes/corrections, ensure proper Accounts Receivables and Payables processes are aligned with expected work orders
• Coordinate with the Strategic Account Managers, Service Managers and Director to ensure clients are receiving the highest level of day-today service
• Be prepared to follow and execute the rules of engagement if an assigned client has issues that require escalation (i.e. high level incidents affecting client property, loss of life or bodily injury to Protos’ vendor or client personnel)
• Implement pricing strategy and process ownership in accordance to company strategy for customer’s temporary and emergency needs
• Additional duties as directed by management

What You'll Bring

• Bachelor's degree highly preferred. Degree from an accredited four-year college or university in Business, Marketing, or Criminal Justice; equivalent business experience will be considered.
• Previous experience servicing client/customer accounts. Experience in account or portfolio management with high-touch service highly preferred.
• Highly personable with excellent customer service skills.
• Ownership of customer relationships.
• Strong problem-solving and analytical skills.
• Ability to analyze and execute alongside a team.
• Excellent prioritization and time management abilities, strong collaborator, and leader
• Process driven, detail oriented and highly organized.
• Intermediate knowledge of office applications and ability to learn new software platforms as necessary.

Benefits
 At Protos Security, we believe that happy employees are productive employees. That's why we offer a range of perks to keep our team members engaged and motivated, including:

• Competitive compensation and benefits package
• Health, vision, life, and dental insurance
• Employee Assistance Program
• Flexible Spending Account / Health Savings Account
• Retirement Plan 401(k) with employer contribution
• Excellent paid time off package (24 days)
• A fun and collaborative work environment with excellent coffee

Travel: Travel is not required.  

Position Type:  Full-time, Non-Exempt  

Function :   Operations  

 We are an Equal Opportunity Employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex (including pregnancy, sexual orientation, or gender identity), national origin, age, disability, genetic information, or any other protected status under applicable law.)