Dispatch Fulfillment Agent

Company Protos Security

Title Dispatch Fulfillment Agent

Location Roanoke, VA

Reports to Dispatch Supervisor

Security Services Holdings LLC and its subsidiaries (the “Company”) provide technology enabled end-to-end security guard management services across the United States, Canada, and Puerto Rico. The Company, headquartered in Norwalk, CT, has offices in New York, NY, Daleville, VA and Katy, TX, and is a leader in the security service sector. Superior management processes combined with the security guard industry’s best technology ensures better service and measurable cost savings. Security Services Holding’s subsidiary, Protos Security (“Protos”), is the largest technology-enabled Security Officer Management company in the U.S.

Position Overview and Responsibilities

Protos is seeking Dispatchers to join its rapidly growing team. The Dispatcher will report directly to the Dispatch Supervisor and will be the first point of contact for clients, security officers, and service partners ensuring that both internal and external customers receive a level of service that exceed their expectations. The Dispatcher is responsible for collecting data, initiating requests, and reviewing submissions for completeness of information. Our work environment is fast paced, positive, and stresses results oriented growth.

The Dispatcher’s core responsibilities will include the following:

• Address incoming email and phone requests and inquiries
• Collect required data with an emphasis on accuracy and completeness
• Provide excellent customer service to internal and external customers
• Resolve security officer, customer, service partner, and internal inquiries per defined processes and guidelines while overcoming certain obstacles within the conversation
• Assist with setting proper expectations with internal and external customers about their requests or issues that need to be resolved
• Speak comfortably over the phone with callers while multi-tasking within various computer systems and problem solving while maintaining a pleasant demeanor
• Other duties as assigned

Education, Skills, and Experience

• High School Diploma or GED required
• Excellent written and verbal communication skills
• Advanced knowledge of basic Microsoft Office applications and ability to learn new proprietary software
• Strong problem-solving and analytical skills
• Excellent prioritization, organizational, planning, and time management skills
• Previous customer service experience preferred

Position Type Full-time or Part-time, Non-Exempt

Shift 2nd, or 3rd, weekends/holidays

Function Operations

Travel Not Required

Relocation No relocation packages or reimbursements are available for this position.

Benefits

• Medical, Dental, Vision, and Life Insurance
• Company paid Short-Term, Long-Term Disability, and Basic Life Insurance
• Employee Assistance Program
• Flexible Spending Account / Health Savings Account
• Retirement Plan 401(k) with match
• Generous Paid Time Off Package

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 and talk or hear. The employee is frequently required to stand; walk and use hands to finger, handle, or feel. The employee is occasionally required to reach with hands and arms.

Work Environment

The work environment characteristics described here are representative of those an employee encounters while performing the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

Protos Security is committed to creating a diverse environment and is proud to be an equal opportunity employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, gender, gender identity or expression, sexual orientation, national origin, genetics, disability, age, or veteran status. ALL qualified candidates are encouraged to apply.