Client Support Representative - Overnight Shift

• Deliver exceptional customer service through all interactions with clients, vendors, providers, officers, guards, and internal partners.
• Manage with clarity all clients, officers, vendors, providers, guards and internal departments requests, issuing resolution timelines, and operational outcomes.
• Collaborate with vendors, provider partners, and internal departments to resolve officer and guard related concerns and maintain positive working relationships that support operational success.
• Assess customer needs, identify root causes of issues, and implement appropriate solutions within established guidelines.
• Resolve customer and internal inquiries while effectively navigating obstacles and ensuring a positive customer experience.
• Handle difficult or sensitive conversations with professionalism, tact, and a solution-oriented approach.
• Create service requests,assist with schedule management, and maintain accurate records.
• Collaborate with internal departments and external partners to resolve service-related issues and improve customer experience.
• Prioritize multiple responsibilities in a fast-paced environment while maintaining accuracy and attention to detail.
• Utilize multiple software platforms, reporting systems, and online tools to perform analysis, communicate effectively, and complete operational tasks.
• Maintain confidentiality and comply with company policies, procedures, and applicable regulations.
• Perform other duties as assigned.

• High School Diploma or GED required, associate or bachelor’s degree in business, criminal justice, or related field preferred.
• Minimum of three (3) 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 unwavering honesty and accountability.
• Remains composed during escalations and high-stress situations.
• Communicates clearly, confidently, and effectively across all levels of the organization.
• Strong analytical and problem-solving skills.
• Process driven, detailed oriented and highly organized.
• Proficiency in Microsoft Office Suite (Excel, Outlook, Word, Teams), including the ability to navigate systems efficiently and learn new proprietary platforms quickly.
• Strong written and verbal communication skills, with the ability to convey information clearly, professionally, and withappropriate urgency.

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

• Competitive compensation
• Health, Vision, Dental, and Life Insurance

• 401(k) with employer contribution
• Excellent Paid Time Off (24 days)
• Collaborative work environment (and great coffee!)

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 their hands to handle or operate objects, and communicate effectively (including speaking and hearing).

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.