Client Support Representative - Evening Shift

About the Role

Protos Security is seeking a highly motivated Client Support Representative to join our team in Roanoke, VA. 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 ideal candidate thrives in a fast-paced, collaborative environment and is passionate about providing outstanding customer service.

Responsibilities

• Deliver exceptional customer service through all interactions with clients, vendors, providers, officers, guards, and internal partners.
• Manage all client, officer, vendor, provider, guard, and internal department 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.
• 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.

Qualifications

• 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 service-oriented role; experience in a high-volume or regulated environment preferred.
• Strong customer service orientation with a commitment to providing exceptional service.
• Demonstrates unwavering honesty and accountability.
• Remains composed during escalations and high-stress situations.
• Communicates clearly, confidently, and effectively across all levels of the organization.
• Strong analytical and problem-solving skills.
• Process-driven, detail-oriented, and highly organized.
• Proficiency in Microsoft Office Suite (Excel, Outlook, Word, Teams), including the ability to navigate systems efficiently and learn new proprietary platforms quickly.
• Strong written and verbal communication skills, with the ability to convey information clearly, professionally, and with appropriate urgency.

Benefits

• Competitive compensation
• Health, Vision, Dental, and Life Insurance
• Employee Assistance Program
• FSA / HSA
• 401(k) with employer contribution
• Excellent Paid Time Off (24 days)
• Collaborative work environment (and great coffee!)

Shift: Evening Shift (4:00pm-12:00am) with weekend availability required. Location: Onsite in Roanoke, VA.

Physical Demands

The employee is regularly required to sit, use their hands to handle or operate objects, and communicate effectively. Occasionally, the employee must lift and/or move up to 10 pounds. Specific vision abilities include close vision, distance vision, color vision, peripheral vision, depth perception, and the ability to adjust focus.