Client Support Representative - Evening Shift

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Full Time Support Roanoke, VA, US

2 days ago Requisition

Salary Range: $20.46 To $30.69 Hourly

Company:
Protos Security

Job Title:

Client Support Representative
- Evening Shift

Reports To:

Client Support Supervisor

Location:

Roanoke, VA
- Onsite

Shift: Weekend availability required. Evening Shift (4:00pm-12:00am) On-Site

Company Overview

Protos Security, a subsidiary of Security Services Holdings, is one of the nation’s leading providers of physical security services. Headquartered in Norwalk, Connecticut, Protos delivers security guarding and off-duty law enforcement solutions across the United States, supported by offices throughout the U.S. and international locations in Canada and the United Kingdom.

By combining experienced security professionals, responsive service and purpose-built technology, we provide clients with greater visibility, accountability and control over their security programs. We are raising the standard for how physical security is managed and delivered, helping protect people, property and communities.

Position Summary

P rotos is seeking a highly motivated C lient Support Representative to join our team. Reporting directly to the Client Support Supervisor, this role serves as the intake point and case management for new clients, delivering exceptional service and ensuring every interaction creates a positive experience. The Client Support Representative plays a key role in building strong client relationships, resolving inquiries, and driving customer satisfaction with the goal of turning customers into raving fans of Protos Security.

The Client Support Representative who thrives in a fast-paced, collaborative environment and is passionate about providing outstanding customer service case management is the right fit! Excellent opportunity to add value while growing your career with Protos.

• Deliver exceptional customer service through all interactions with clients, vendors, providers, officers, guards, and internal partners.
• Manage with clarity all clients, officers, vendors, providers, guards and internal departments requests, issuing resolution timelines, and operational outcomes.
• Collaborate with vendors, provider partners, and internal departments to resolve officer and guard related concerns and maintain positive working relationships that support operational success.
• Assess customer needs, identify root causes of issues, and implement appropriate solutions within established guidelines.
• Resolve customer and internal inquiries while effectively navigating obstacles and ensuring a positive customer experience.
• Handle difficult or sensitive conversations with professionalism, tact, and a solution-oriented approach.
• Create service requests,assist with schedule management, and maintain accurate records.
• Collaborate with internal departments and external partners to resolve service-related issues and improve customer experience.
• Prioritize multiple responsibilities in a fast-paced environment while maintaining accuracy and attention to detail.
• Utilize multiple software platforms, reporting systems, and online tools to perform analysis, communicate effectively, and complete operational tasks.
• Maintain confidentiality and comply with company policies, procedures, and applicable regulations.
• Perform other duties as assigned.

Qualifications & Experience

• High School Diploma or GED required, associate or bachelor’s degree in business, criminal justice, or related field preferred.
• Minimum of three (3) years of experience in customer service, client support, call center operations, or another…