Dispatch Intake Agent

Job Description

Company:
Protos Security

Title:

Dispatch Intake Agent

Location:

Ronaoke, VA (On-site)

At Protos Security, we go beyond protection — we build trust with every interaction. As an Intake Agent, you’ll be the first point of contact for our clients, officers, and service partners, playing a vital role in delivering the exceptional service that defines our brand. In a fast-paced, results-driven environment, your work will help drive internal growth and lasting client relationships.

In this position, you’ll report directly to the Supervisor and serve as the frontline for both internal and external customers. You’ll collect key data, initiate service requests, and review submissions to ensure completeness and accuracy. By setting the tone for our client experience, you’ll help ensure that every interaction exceeds expectations — all while contributing to a positive, high-performance team environment.

• Address incoming email and phone requests and inquiries
• Collect required and optional data, with an emphasis on accuracy and completeness of information
• Provide excellent customer service to internal and external customers
• Resolve applicable officer, customer, service partner and internal inquiries per defined processes and guidelines while overcoming certain obstacles within the conversation
• Assist with setting proper expectations with internal and external customers about their request(s) or issue(s) that need to be resolved
• Be comfortable over the phone talking with customers while multi-tasking within our systems to collect accurate data and information
• Use multiple systems and online tools to complete tasks
• Work with Vendors and Partners to address Officer issues
• Additional duties as directed by management

• Excellent written and verbal communication skills
• Advanced knowledge of basic office applications and ability to learn new proprietary software
• Strong problem-solving and analytical skills
• Excellent prioritization and time management skills, strong collaborative and leadership skills
• Process driven, detailed oriented and highly organized
• Strong organizational and planning skills
• Excellent time management skills and ability to multi-task and prioritize work
• More than two years in a service-focused role
• High School Diploma or equivalent required

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

Shift: 10pm-6am, Wed-Sun

This role requires availability to work weekends and holidays as needed.

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.