Senior Service Agent

SINGLE SOURCE SECURITY LLC•Roanoke, VA

12d•Onsite

About The Position

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.

Requirements

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.

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