Customer Service Administrator

Protos Security; Roanoke (VA); On-site; USD 19,000 - 33,000; Full time

Benefits offered by this job

Competitive compensation

Health, Vision, Dental, and Life보험

Employee Assistance Program

FSA / HSA

401(k) with employer contribution

Excellent Paid Time Off (24 days)

Collaborative work environment

Job summary

Protos Security in Roanoke, VA is seeking a Service Agent to support the Senior Service Agent, coordinate field work and respond to customer inquiries. Based at the Roanoke Service Center, you will relay objectives and ensure timely delivery of services.

The role emphasizes accurate time and attendance verification, collaboration with clients and vendors, and staying aligned with company policies. This position offers a direct report to the Service Manager and on-site, team-focused environment.

Qualifications

• HS Diploma or equivalent required.
• Associates degree 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, detail oriented and highly organized.

Responsibilities

• Provide support to Senior Service Agent and communicate objectives to field teams.
• Verify and correct vendor time and attendance; ensure accuracy.
• Meet with client representatives for status updates and address issues.
• Assist in identifying deficiencies and implementing corrective actions.
• Adjust client and vendor punch reports; coordinate with billing teams.
• Perform additional duties as directed by management.

Skills

Written communication

Verbal communication

Problem solving

Time management

Organizational skills

Education

High School Diploma or equivalent

Associates degree (preferred)

Tools

Office applications

Proprietary software

Job description

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.

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.