Client Support Representative - Overnight Shift

Client Support Representative - Overnight Shift

Company: Protos Security

Location: Roanoke, VA - Onsite

Shift: Weekend availability required. Overnight Shift (12:00am-8:00am) On-Site

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 and verbal communication skills, with the ability to convey information clearly, professionally, and with appropriate urgency.

Why You'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:

• Purpose Driven Work Every role contributes to building smarter, more secure environments
• Growth Opportunities Mentorship, cross functional projects, and career development

• Collaborative Culture Open communication, respect, and team first thinking
• People First Values Inclusive culture and generous employee support

Benefits Include:

• 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!)

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.