Senior Service Agent

How we work together to lead and succeed as Team Protos

Protos embraces an entrepreneurial spirit that is rarely found in organizations of our size. We were founded on innovative technology to improve the industry and are still known as the leaders in technology-enabled security services. We explore possibilities and blaze our own trail toward solving even the most complex client challenges.

Our four values – integrity, accountability, innovation and excellence – are at the center of what we do and why we do it. At Protos, we truly care about and recognize the hard-working people that are part of our business ecosystem and we work to improve the security industry from every angle.

Primary Responsibilities

• 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