Qureos Mentor

Protos Security

<div>Company: Protos Security 
Job Title: Senior Service Agent 
Reports To: Service Manager 
Location: Roanoke VA, On-Site 
Company Overview
Protos Security, a subsidiary of Security Services Holdings, is the largest technology enabled Security Officer Management company in the U.S. Headquartered in Norwalk, CT, Protos also has offices in New York, Texas, Virginia, Illinois, California, Tennessee, and Georgia, as well as international locations in Canada and the UK.
We are a game changer in the security and software industry, revolutionizing how security is managed and delivered to make the world a safer place. 
Position Summary<div>
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.</div><div></div> 
Essential Duties &amp; Responsibilities<div><ul><li>
To oversee a portfolio of National and Local customer&rsquo;s security needs as it relates to guard service, off-duty police, and overall security programs across their footprint.</li><li>
Act as primary point of contact for the Client and establish productive, professional relationships with key personnel within assigned Client accounts.</li><li>
Proactively assess, clarify, and validate Client&rsquo;s needs on an ongoing basis, communicate them internally as needed; develop plans and oversee delivery execution.</li><li>
Lead solution development efforts that best address Clients&rsquo; needs, while coordinating the involvement of all necessary Company personnel.</li><li>
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.</li><li>
Consistently communicate with your immediate supervisor on any recognition, issue or concern regarding your clients</li><li>
To keep all matters of confidentiality only between you and the party involved</li><li>
Address all client concerns and use discretion and independent judgement to determine when concerns reach a level that necessitates escalation</li><li>
Prioritize client concerns and take the lead/ownership on any requests, issues, or questions from your clients</li><li>
Approve time, make necessary changes/corrections, ensure proper Accounts Receivables and Payables processes are aligned with expected work orders</li><li>
Coordinate with the Strategic Account Managers, Service Managers and Director to ensure clients are receiving the highest level of day-today service</li><li>
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&rsquo; vendor or client personnel)</li><li>
Implement pricing strategy and process ownership in accordance to company strategy for customer&rsquo;s temporary and emergency needs</li><li>
Additional duties as directed by management</li></ul></div> 
Qualifications &amp; Experience<div><ul><li>
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.</li><li>
Previous experience servicing client/customer accounts. Experience in account or portfolio management with high-touch service highly preferred.</li><li>
Highly personable with excellent customer service skills.</li><li>
Ownership of customer relationships.</li><li>
Strong problem-solving and analytical skills.</li><li>
Ability to analyze and execute alongside a team.</li><li>
Excellent prioritization and time management abilities, strong collaborator, and leader</li><li>
Process driven, detail oriented and highly organized.</li><li>
Intermediate knowledge of office applications and ability to learn new software platforms as necessary.</li></ul></div> 
Why You&rsquo;ll Love Working With Us
At Protos Security, we are a community of driven professionals working together to make the world safer through technology and service. Here is what you can expect:<div><ul><li>
Purpose Driven Work &ndash; Every role contributes to building smarter, more secure environments</li><li>
Growth Opportunities &ndash; Mentorship, cross functional projects, and career development</li><li>
Collaborative Culture &ndash; Open communication, respect, and team first thinking</li><li>
People First Values &ndash; Inclusive culture and generous employee support</li></ul></div> 
Benefits Include:<div><ul><li>
Competitive compensation</li><li>
Health, Vision, Dental, and Life Insurance</li><li>
Employee Assistance Program</li><li>
FSA / HSA</li><li>
401(k) with employer contribution</li><li>
Excellent Paid Time Off (24 days)</li><li>
Collaborative work environment (and great coffee!)</li></ul></div> 
Physical Demands
The physical demands described here are representative of those that must be met by an employee to successfully perform the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.
While performing the duties of this job, the employee is regularly required to sit; use hands to finger, handle, or feel and talk or hear. The employee is frequently required to reach with hands and arms. The employee is occasionally required to stand, walk; climb or balance; stoop, kneel, crouch, or crawl and taste or smell.
The employee must occasionally lift and/or move up to 10 pounds.
Specific vision abilities required by this job include close vision, distance vision, color vision, peripheral vision, depth perception, and ability to adjust focus. 
We are an Equal Opportunity Employer. All qualified applicants will receive consideration 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.</div>

Senior Service Agent

<div><div>Company: Protos Security 
Job Title: Scheduler 
Reports To: Floor Supervisor 
Location: Roanoke, VA</div><div>
Rate: Starting at $52,000</div> 
Company Overview
Protos Security, a subsidiary of Security Services Holdings, is the largest technology enabled Security Officer Management company in the U.S. Headquartered in Norwalk, CT, Protos also has offices in New York, Texas, Virginia, Illinois, California, Tennessee, and Georgia, as well as international locations in Canada and the UK.
We are a game changer in the security and software industry, revolutionizing how security is managed and delivered to make the world a safer place. 
Position Summary
Protos is seeking a Scheduler to join its team. The Scheduler will report directly to the Floor Supervisor and will be responsible for addressing service requests and incident tracking for clients, officers and service partners, ensuring that both internal and external customers receive a level of service that exceeds their expectations. The Scheduler is responsible for reviewing data, executing requests, and addressing incidents. Our work environment is fast paced, positive and stresses results oriented internal growth. 
Essential Duties &amp; Responsibilities<div><ul><li>
Coordinate, schedule, and dispatch law enforcement and security personnel to client sites across the United States, ensuring coverage aligns with contractual requirements and service expectations</li><li>
Evaluate client requests, service urgency, geographic considerations, and law enforcement and security personnel availability to assign the most appropriate resources</li></ul></div><div><ul><li>
Monitor and adjust schedules in real time to address cancellations, delays, emergencies, or changes in client needs</li><li>
Clearly communicate assignment details&mdash;including location, scope of work, timing, and special instructions&mdash;to law enforcement and security personnel and confirm receipt and understanding</li><li>
Accurately document all assignments, updates, and outcomes in internal systems to ensure records are complete and up to date</li><li>
Track the status of upcoming, active, and completed assignments to ensure timely execution and follow-up</li><li>
Work within company software and all resources to maintain detailed reports&mdash;reflecting operational activity, staffing coverage, and assignment history</li><li>
Serve as a primary point of contact for clients, providing prompt, professional, and courteous support via phone, email, and fax</li><li>
Respond to client and law enforcement inquiries, service requests, and issues with a focus on resolution, accuracy, and satisfaction</li><li>
Maintain consistent communication with law enforcement and security personnel to support operational efficiency and address questions or concerns</li><li>
Additional duties as directed by management.</li></ul></div> 
Qualifications &amp; Experience<div><ul><li>
High School Diploma or GED required, associate or bachelor&rsquo;s degree in business, criminal justice, or related field preferred.</li><li>
Minimum of two (2) years of experience in logistics, scheduling, dispatch, or a similarly fast-paced operational environment required.</li><li>
Demonstrated customer service experience, with the ability to manage high-volume interactions while maintaining professionalism and composure.</li><li>
Prior experience working with law enforcement, security personnel, or within a security operations environment is strongly preferred.</li><li>
Proficiency in Microsoft Office Suite (Excel, Outlook, Word, Teams), including the ability to navigate systems efficiently and learn new proprietary platforms quickly.</li><li>
Strong written and verbal communication skills, with the ability to convey information clearly, professionally, and with appropriate urgency.</li><li>
Proven ability to think critically and analyze complex situations, make sound decisions, and escalate issues appropriately.</li><li>
Highly detail-oriented with strong organizational skills and the ability to manage multiple priorities with accuracy.</li><li>
Demonstrated ability to work in a process-driven environment, following established protocols while adapting to changing priorities.</li><li>
Exceptional time management skills with the ability to prioritize tasks effectively in a fast-paced, high-pressure environment.</li></ul></div> 
Why You&rsquo;ll Love Working With Us
At Protos Security, we are a community of driven professionals working together to make the world safer through technology and service. Here is what you can expect:<div><ul><li>
Purpose Driven Work &ndash; Every role contributes to building smarter, more secure environments</li><li>
Growth Opportunities &ndash; Mentorship, cross functional projects, and career development</li><li>
Collaborative Culture &ndash; Open communication, respect, and team first thinking</li><li>
People First Values &ndash; Inclusive culture and generous employee support</li></ul></div> 
Benefits Include:<div><ul><li>
Competitive compensation</li><li>
Health, Vision, Dental, and Life Insurance</li><li>
Employee Assistance Program</li><li>
FSA / HSA</li><li>
401(k) with employer contribution</li><li>
Excellent Paid Time Off (24 days)</li><li>
Collaborative work environment (and great coffee!)</li></ul></div> 
Physical Demands
The physical demands described here are representative of those that must be met by an employee to successfully perform the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.
While performing the duties of this job, the employee is regularly required to sit, use their hands to handle or operate objects, and communicate effectively (including speaking and hearing).
The employee must occasionally lift and/or move up to 10 pounds.
Specific vision abilities required by this job include close vision, distance vision, color vision, peripheral vision, depth perception, and ability to adjust focus. 
We are an Equal Opportunity Employer. All qualified applicants will receive consideration 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.</div>

Scheduler

Join Protos Security and explore 2   exciting career opportunities. They're hiring for various roles with options for remote or on-site work. Apply today and become part of their innovative team.

Protos Security

About Company

Senior Service Agent

Scheduler