Protos Security
Service Team Lead
Protos Security, Dallas, Texas, United States, 75215
COMPANY
Security Services Holdings and its subsidiaries 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, Katy, TX, Philadelphia, PA, Cherry Hill, NJ, Daleville, VA, and Charleston, SC, is an emerging 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..
ROLE
Protos is looking to hire a Team Lead who would assist Support Specialists and Scheduling Coordinators with scheduling, staffing, and monitoring of client security details. The Team Lead will be assigned to a Service Delivery shift and responsible for operations-related activity during the shift, ensuring the other scheduling coordinators on shift remain on task, duties are assigned accordingly, and customer service is given to clients.
LOCATION
The Service Delivery Team is located at our Dallas, Texas, facility and serves as the primary point of contact for off-duty officers and clients.
JOB DUTIES
The ideal candidate for this position is an individual who enjoys providing world-class customer service and problem-solving solutions in a busy and energetic environment, primarily by telephone and email. The Team Lead will be responsible for the following:
KEY FUNCTIONS:Quality Control – Review tickets and sit with team members to teach and explain what was wrong and how to fix it.Audit Salesforce orders and RollKall shifts to ensure accuracyWeekly 1x1’s with team membersReceive feedback from team members, and escalate as needed with the supervisorQuality assurance responsibilities by ensuring that Zendesk tickets are being responded to in a timely manner and salesforce orders are being completedCreate a culture within our organizationPre-screening for new hires. Taking recommendations to supervisor.Be available to train and coach new team membersIdentify process improvements and discuss them with the Director of Service DeliveryComplete schedules for the team, confirming we maintain 24.7 coverage and are adequately staffedCross-trained in scheduling to step in and assist, if neededOther duties as assignedADDITIONAL RESPONSIBILITIES:
Assume ownership of Zendesk tickets within your area of responsibility, ensuring tickets are resolved and communicatedEnsure follow-ups with clients are being conducted in a timely mannerIdentify process issues and provide solutionsDesign relationship developments with clients and officersRemove officers who do not align with our company’s mission and valuesWork with subcontractors to ensure the level of service is exceptionalPresent KPI results to upper managementCommunicate customer feedback to the team and evaluate comments to drive continuous improvementSKILLS & QUALIFICATIONS
3+ years of experience in Customer Service or a similar roleSuperb attention to detail. Excellent written and oral communication skillsTeam player with the ability to work with others at all levels of the organizationAbility to plan, organize, prioritize assignments, and meet critical and established deadlines in a rapidly changing environmentAbility to learn quickly and work independently as part of a high-performance team. Strong customer service skills, in-person and by telephoneUnderstands and has practiced service methodologiesCOMPENSATION & BENEFITS
Starting hourly pay with the potential for bonuses. Full-time schedule and rotating on-call weekendsHealth, Dental, and Vision Insurance coverage401K ProgramTwo weeks of paid vacation and sick days
Security Services Holdings and its subsidiaries 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, Katy, TX, Philadelphia, PA, Cherry Hill, NJ, Daleville, VA, and Charleston, SC, is an emerging 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..
ROLE
Protos is looking to hire a Team Lead who would assist Support Specialists and Scheduling Coordinators with scheduling, staffing, and monitoring of client security details. The Team Lead will be assigned to a Service Delivery shift and responsible for operations-related activity during the shift, ensuring the other scheduling coordinators on shift remain on task, duties are assigned accordingly, and customer service is given to clients.
LOCATION
The Service Delivery Team is located at our Dallas, Texas, facility and serves as the primary point of contact for off-duty officers and clients.
JOB DUTIES
The ideal candidate for this position is an individual who enjoys providing world-class customer service and problem-solving solutions in a busy and energetic environment, primarily by telephone and email. The Team Lead will be responsible for the following:
KEY FUNCTIONS:Quality Control – Review tickets and sit with team members to teach and explain what was wrong and how to fix it.Audit Salesforce orders and RollKall shifts to ensure accuracyWeekly 1x1’s with team membersReceive feedback from team members, and escalate as needed with the supervisorQuality assurance responsibilities by ensuring that Zendesk tickets are being responded to in a timely manner and salesforce orders are being completedCreate a culture within our organizationPre-screening for new hires. Taking recommendations to supervisor.Be available to train and coach new team membersIdentify process improvements and discuss them with the Director of Service DeliveryComplete schedules for the team, confirming we maintain 24.7 coverage and are adequately staffedCross-trained in scheduling to step in and assist, if neededOther duties as assignedADDITIONAL RESPONSIBILITIES:
Assume ownership of Zendesk tickets within your area of responsibility, ensuring tickets are resolved and communicatedEnsure follow-ups with clients are being conducted in a timely mannerIdentify process issues and provide solutionsDesign relationship developments with clients and officersRemove officers who do not align with our company’s mission and valuesWork with subcontractors to ensure the level of service is exceptionalPresent KPI results to upper managementCommunicate customer feedback to the team and evaluate comments to drive continuous improvementSKILLS & QUALIFICATIONS
3+ years of experience in Customer Service or a similar roleSuperb attention to detail. Excellent written and oral communication skillsTeam player with the ability to work with others at all levels of the organizationAbility to plan, organize, prioritize assignments, and meet critical and established deadlines in a rapidly changing environmentAbility to learn quickly and work independently as part of a high-performance team. Strong customer service skills, in-person and by telephoneUnderstands and has practiced service methodologiesCOMPENSATION & BENEFITS
Starting hourly pay with the potential for bonuses. Full-time schedule and rotating on-call weekendsHealth, Dental, and Vision Insurance coverage401K ProgramTwo weeks of paid vacation and sick days