- Professional
- Office in Roanoke
Job Description
Company: Protos Security
Title: Dispatch Lead
Location: Roanoke, VA
Shift: 1st Shift
Join Protos Security — Where Leadership Meets Impact
At Protos Security, we protect more than properties — we protect people, partnerships, and peace of mind. As a Dispatch Lead, you’ll be the first point of contact for our clients, officers, and service partners, setting the standard for exceptional service and operational excellence. In a fast-paced, results-driven environment, you’ll play a key role in supporting our mission and driving internal growth.
Your Role
In this position, you’ll report directly to the Supervisor and lead by example, ensuring that both internal and external customers receive a level of service that exceeds expectations. You’ll be responsible for collecting critical data, initiating service requests, and reviewing submissions for accuracy and completeness. As a Dispatch Lead, you’ll contribute to a positive, high-performance culture while supporting smooth day-to-day operations across the dispatch function.
Key Responsibilities
• Address incoming email and phone requests and inquiries
• Collect required and optional data, with an emphasis on accuracy and completeness of information
• Execute client service requests, executing against a repeatable, standard process
• Log, and potentially address, incidents reported by officers, vendors, or clients
• Provide excellent customer service to internal and external customers
• Resolve applicable officer, customer, service partner and internal inquires per defined processes and guidelines while overcoming certain obstacles within the conversation
• Assist with setting proper expectations with internal and external customers about their request(s) or issue(s) that need to be resolved
• Be comfortable over the phone talking with customers while multi-tasking within our systems to collect accurate data and information, executing requests using requirements, multiple data sources and systems
• Provide guidance and subject matter expertise to Intake Agents and other coworkers
• Provide continuous improvement feedback and suggestions to management
• Use multiple systems and online tools to complete tasks
• Work with Vendors and Partners to address Officer issues
• Additional duties as directed by management.
What You Bring
• Excellent written and verbal communication skills.
• Advanced knowledge of basic office applications and ability to learn new proprietary software.
• Strong problem-solving and analytical skills.
• Excellent prioritization and time management skills, strong collaborative and leadership skills.
• Process driven, detailed oriented and highly organized.
• Strong organizational and planning skills
• Excellent time management skills and ability to multi-task and prioritize work
• More than three years in a service-focused role
• High School Diploma or equivalent required
Benefits
At Protos Security, we believe that happy employees are productive employees. That's why we offer a range of perks to keep our team members engaged and motivated, including:
- Competitive compensation and benefits package
- Health, vision, life, and dental insurance
- Employee Assistance Program
- Flexible Spending Account / Health Savings Account
- Retirement Plan 401(k) with employer contribution
- Excellent paid time off package (24 days)
- A fun and collaborative work environment with excellent coffee
Travel: Travel is not required.
Position Type: Full-time, Non-Exempt
Shift: Fri-Tues, 6am-2pm
Function : Operations
We are an Equal Opportunity Employer. All qualified applicants will receive consideration for employment 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.)
