Company: Protos Security

Job Title: 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

Provides support to Senior Service Agent: Communicates objectives and work assignments to the field to ensure delivery of quality services, responds appropriately to customer inquiries, verifies and corrects vendor time and attendance. The Service Agent will be based in the Roanoke Service Center and will report directly to a Service Manager

Essential Duties & Responsibilities

• All functions, duties or tasks are to be carried out in an honest, ethical, and professional manner, and to be performed in conformance with applicable company policies and procedures.
• Ensures the delivery of high-quality customer service through regular direct contact with clients and vendors, evaluates service quality and supports corrective action as necessary.
• Meets regularly with client representatives for status updates and addresses any actual or potential problems.
• Assists with identifying deficiencies and implementing plans of action as necessary.
• Make necessary adjustments to client and vendor punch reports. Coordinate with internal billing teams to ensure accuracy.
• Additional duties as directed by management.

Qualifications & Experience

• High School Diploma or equivalent
• Associates is a plus
• Excellent written and verbal communication skills.
• Intermediate knowledge of basic office applications and ability to learn new proprietary software.
• Strong problem-solving and analytical skills.
• Excellent collaborative, prioritization, and time management skills.
• Process driven, detailed oriented and highly organized

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 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.