Service Account Manager

Protos Security; Roanoke (VA); In loco; USD 47.000 - 71.000; Tempo pieno

Vantaggi offerti da questo lavoro

Health insurance

Vision insurance

Dental insurance

Life Insurance

401(k) with employer contribution

Employee Assistance Program

FSA / HSA

Descrizione del lavoro

Protos Security in Roanoke, VA, is seeking a Senior Service Agent/Account Manager to join its National Operations Service Center. You will oversee a portfolio of national and local client security needs, serving as the primary contact and building strong relationships with key client personnel.

In this fast-paced role, you will assess client needs, develop delivery plans, lead cross-functional solution efforts, coordinate new rollouts, and ensure clear communication across client teams and

Competenze

• Bachelor's degree preferred; business, marketing, or criminal justice background.
• Experience servicing client accounts and high-touch service.
• Excellent customer service and relationship ownership.
• Strong problem-solving, analytical, and prioritization skills.
• Able to work with a team and manage time effectively.
• Proficiency with office applications; able to learn new software.

Mansioni

• Oversee a portfolio of national and local security needs across client accounts.
• Serve as primary contact for clients and build professional relationships with key personnel.
• Assess and clarify client needs; develop plans and oversee delivery.
• Lead solution development with company personnel.
• Coordinate rollouts of new business and ensure information flow between client and company.
• Escalate issues as needed; maintain confidentiality.
• Prioritize client concerns and own requests and questions.
• Ensure proper accounts receivable/payables processes align with work orders.
• Collaborate with Strategic Account Managers, Service Managers, and Director for day-to-day service.

Conoscenze

Bachelor's degree

Customer service

Relationship ownership

Problem solving

Time management

Team collaboration

Analytical skills

Formazione

Bachelor's degree (Business, Marketing, Criminal Justice)

Strumenti

Office software

Descrizione del lavoro

If you are unable to complete this application due to a disability, contact this employer to ask for an accommodation or an alternative application process.

Service Account Manager

Full Time Support - Agent Roanoke, VA, US

6 days ago Requisition ID: 3951

Salary Range: $47,278.00 To $70,928.00 Annually

Company: Protos Security
Job Title: Senior Service Agent
Reports To: Service Manager
Location: Roanoke VA, On-Site

Company Overview

Protos Security, a subsidiary of Security Services Holdings, is one of the nation’s leading providers of physical security services. Headquartered in Norwalk, Connecticut, Protos delivers security guarding and off-duty law enforcement solutions across the United States, supported by offices throughout the U.S. and international locations in Canada and the United Kingdom.

By combining experienced security professionals, responsive service and purpose-built technology, we provide clients with greater visibility, accountability and control over their security programs. We are raising the standard for how physical security is managed and delivered, helping protect people, property and communities.

Position Summary

Protos is seeking a Senior Service Agent/Account Manager to join its National Operations Service Center in Roanoke, VA. Our work environment is fast paced, positive and stresses results oriented internal growth.

• To oversee a portfolio of National and Local customer’s security needs as it relates to guard service, off-duty police, and overall security programs across their footprint.
• Act as primary point of contact for the Client and establish productive, professional relationships with key personnel within assigned Client accounts.
• Proactively assess, clarify, and validate Client’s needs on an ongoing basis, communicate them internally as needed; develop plans and oversee delivery execution.
• Lead solution development efforts that best address Clients’ needs, while coordinating the involvement of all necessary Company personnel.
• Be the accountable point person with all rollouts of new business for each assigned Client. Direct the flow of information between each Client, the specific Company personnel, and Company departments involved in each roll-out, and vice versa.
• Consistently communicate with your immediate supervisor on any recognition, issue or concern regarding your clients
• To keep all matters of confidentiality only between you and the party involved
• Address all client concerns and use discretion and independent judgement to determine when concerns reach a level that necessitates escalation
• Prioritize client concerns and take the lead/ownership on any requests, issues, or questions from your clients
• Approve time, make necessary changes/corrections, ensure proper Accounts Receivables and Payables processes are aligned with expected work orders
• Coordinate with the Strategic Account Managers, Service Managers and Director to ensure clients are receiving the highest level of day-today service
• Be prepared to follow and execute the rules of engagement if an assigned client has issues that require escalation (i.e. high level incidents affecting client property, loss of life or bodily injury to Protos’ vendor or client personnel)
• Implement pricing strategy and process ownership in accordance to company strategy for customer’s temporary and emergency needs
• Additional duties as directed by management

Qualifications & Experience

• Bachelor's degree highly preferred. Degree from an accredited four-year college or university in Business, Marketing, or Criminal Justice; equivalent business experience will be considered.
• Previous experience servicing client/customer accounts. Experience in account or portfolio management with high-touch service highly preferred.
• Highly personable with excellent customer service skills.
• Ownership of customer relationships.
• Strong problem-solving and analytical skills.
• Ability to analyze and execute alongside a team.
• Excellent prioritization and time management abilities, strong collaborator, and leader
• Process driven, detail oriented and highly organized.
• Intermediate knowledge of office applications and ability to learn new software platforms as necessary.

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
• 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.