Service Team Lead

2 weeks ago

Dallas, United States Protos Security, LLC Full time
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 accuracy
  • Weekly 1x1's with team members
  • Receive feedback from team members, and escalate as needed with the supervisor
  • Quality assurance responsibilities by ensuring that Zendesk tickets are being responded to in a timely manner and salesforce orders are being completed
  • Create a culture within our organization
  • Pre-screening for new hires. Taking recommendations to supervisor.
  • Be available to train and coach new team members
  • Identify process improvements and discuss them with the Director of Service Delivery
  • Complete schedules for the team, confirming we maintain 24.7 coverage and are adequately staffed
  • Cross-trained in scheduling to step in and assist, if needed
  • Other duties as assigned

ADDITIONAL RESPONSIBILITIES:
  • Assume ownership of Zendesk tickets within your area of responsibility, ensuring tickets are resolved and communicated
  • Ensure follow-ups with clients are being conducted in a timely manner
  • Identify process issues and provide solutions
  • Design relationship developments with clients and officers
  • Remove officers who do not align with our company's mission and values
  • Work with subcontractors to ensure the level of service is exceptional
  • Present KPI results to upper management
  • Communicate customer feedback to the team and evaluate comments to drive continuous improvement

SKILLS & QUALIFICATIONS
  • 3+ years of experience in Customer Service or a similar role
  • Superb attention to detail. Excellent written and oral communication skills
  • Team player with the ability to work with others at all levels of the organization
  • Ability to plan, organize, prioritize assignments, and meet critical and established deadlines in a rapidly changing environment
  • Ability to learn quickly and work independently as part of a high-performance team. Strong customer service skills, in-person and by telephone
  • Understands and has practiced service methodologies

COMPENSATION & BENEFITS
  • Starting hourly pay with the potential for bonuses. Full-time schedule and rotating on-call weekends
  • Health, Dental, and Vision Insurance coverage
  • 401K Program
  • Two weeks of paid vacation and sick days

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