Overnight Client Support Specialist Onsite (Weekend)

Protos Security; Roanoke (VA); On-site; USD 32,000 - 42,000; Full time

Benefits offered by this job

Health, Vision, Dental, and Life Ins.

401(k) with employer contribution

Paid Time Off (24 days)

Employee Assistance Program

FSA / HSA

Job summary

Protos Security in Roanoke, VA is seeking a Client Support Representative for overnight weekend shifts. You will handle client intake, case management, and deliver exceptional service to ensure positive client experiences.

Reporting to the Client Support Supervisor, you will resolve inquiries, manage service requests, and maintain accurate records while upholding confidentiality and company compliance in an onsite environment.

Qualifications

• High School Diploma or GED required; associate/bachelor’s degree in business, criminal justice, or related field preferred.
• Minimum of three 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 honesty and accountability.
• Remains composed during escalations and high-stress situations.
• Clear, confident, and effective communication 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) and ability to quickly learn new proprietary platforms.

Responsibilities

• Deliver exceptional customer service to clients, vendors, providers, officers, guards, and internal partners.
• Manage client and officer requests with clear timelines and outcomes.
• Collaborate with vendors, provider partners, and internal departments to resolve issues and maintain relationships.
• Assess customer needs, identify root causes of issues, and implement solutions within guidelines.
• Resolve customer and internal inquiries while navigating obstacles and ensuring a positive experience.
• Handle difficult or sensitive conversations with professionalism and tact.
• Create service requests, assist with schedule management, and maintain records.
• Collaborate with internal and external partners to resolve service-related issues and improve customer experience.
• Prioritize multiple responsibilities in a fast-paced environment with accuracy and attention to detail.
• Utilize multiple software platforms and reporting systems to perform analysis and complete tasks.
• Maintain confidentiality and comply with policies and regulations.

Skills

Customer service

Communication skills

Microsoft Office

Problem solving

Education

High School Diploma or GED

Associate or Bachelor’s degree preferred

Tools

Microsoft Office Suite

Job description

Protos Security in Roanoke, VA is seeking a Client Support Representative for overnight weekend shifts. You will handle client intake, case management, and deliver exceptional service to ensure positive client experiences.

Reporting to the Client Support Supervisor, you will resolve inquiries, manage service requests, and maintain accurate records while upholding confidentiality and company compliance in an onsite environment.