Client Support Representative - Overnight Shift

Company: Protos Security Job Title: Client Support Representative - Overnight Shift Reports To: Client Support Supervisor Location: Roanoke, VA - Onsite **Shift: Weekend availability required. Overnight Shift (12:00am-8:00am)** 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 highly motivated Client 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. Essential Duties & Responsibilities - 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 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, detailed 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 a…