Service Agent

Job Description

Company: Off Duty Services, Inc., a Protos Company

Title: Service Agent

Location: Katy, TX

Off Duty Services, Inc. (ODS) is a nationwide security provider for S&P500 companies, and has an immediate need for a Service Agent. ODS is part of the Protos Security group of companies and is the nationwide leader in the off-duty security industry, offering a wide variety of services including off-duty police, security guards, remote monitoring, and more.

Position Overview & Responsibilities

The Service Agent provides support to Senior Service Agents by communicating objectives and work assignments to the field to ensure delivery of quality services. The Agent will be responsible for responding appropriately to customer inquiries in addition to verifying and correcting vendor time and attendance. The Service Agent will be based in the Katy Service Center and will report directly to the Director of Off Duty Service Operations.

The Service Agent’s core responsibilities will include the following:

• Ensures the delivery of high-quality customer service through regular direct contact with clients and vendors, evaluates service quality, and recommends corrective action as necessary
• Review and approve shift deviations for timely processing of officer pay for final and complete approval
• Meets regularly with client representatives for status updates and addresses any actual or potential problems
• Follow-up through phone and/or email for missing punch data in OfficerTRAK and GFX
• Make necessary adjustments to client/supplier punch reports to ensure accurate billing
• Collaborate with Operations and Accounting to complete assigned tasks efficiently and accurately
• Assist with identifying deficiencies and implementing plans of action as necessary
• Interact with customers and field staff via phone, email, text, and fax
• All functions, duties or tasks are to be carried out in an honest, ethical, and professional manner, and to be performed in conformance with applicable company policies and procedures.
• Additional duties as directed by management

Education, Skills and Experience

• High School Diploma or equivalent.
• 3 years’ experience working in an office environment
• Excellent written and verbal communication skills.
• Intermediate knowledge of basic office applications and ability to learn new proprietary software.
• Strong problem-solving and analytical skills.
• Excellent collaborative, prioritization, and time management skills.
• Process driven, detailed oriented and highly organized.

Compensation & Benefits:

• $19.24 per hour
• The Company offers a competitive benefits package including medical, dental, vision, disability, 401(k), PTO, etc.

Job Type: Full-time, Non-exempt

Relocation

No relocation packages or reimbursements are available for this position.

Physical Demands

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 and talk or hear. The employee is frequently required to stand; walk and use hands to finger, handle, or feel. The employee is occasionally required to reach with hands and arms.

Work Environment

The work environment characteristics described here are representative of those an employee encounters while performing the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

Off Duty Services, Inc., A Protos Company is an equal opportunity employer and encourages all qualified candidates to apply.