Lead Intake Specialist

Company: Protos Security

Job Title: Lead Intake Specialist

Reports To: Director, Marketing and Sales Operations

Location & Hours: Rosemont, IL - On-site - 9:30am - 6pm CST

Company Overview

Protos Security, a subsidiary of Security Services Holdings, is the largest technology enabled Security Officer Management company in the U.S. Headquartered in Norwalk, CT, Protos also has offices in New York, Texas, Virginia, Illinois, California, Tennessee, and Georgia, as well as international locations in Canada and the UK.

We are a game changer in the security and software industry, revolutionizing how security is managed and delivered to make the world a safer place.

Position Summary

The Lead Intake Specialist will guide callers through a scripted discovery process, gather the information needed to understand the prospective client’s assignment or security need, and ensure all relevant details are accurately documented in the CRM. This individual will then route the lead to the appropriate salesperson, along with clear and complete discovery notes to support timely follow-up.

This role requires strong communication skills, organization, attention to detail, and the ability to manage multiple tasks while maintaining a high level of customer service. The ideal candidate is friendly, self-driven, organized, and able to manage time effectively in a fast-paced environment. Our work environment is positive, results-oriented, and focused on internal growth.

Essential Duties & Responsibilities

• Answer inbound sales calls in a professional, friendly, and timely manner
• Serve as the first point of contact for prospective clients contacting Protos through the sales phone line
• Conduct scripted discovery calls to gather key details about the caller’s needs, assignment requirements, location, timing, and other relevant information
• Ask follow-up questions to develop a general understanding of the assignment or service need
• Accurately enter and manage lead information in the CRM through the defined intake process
• Route leads to the appropriate salesperson based on assignment details, geography, service type, or other internal guidelines
• Provide sales team members with complete and accurate call notes and supporting details gathered during intake
• Maximize live answer rates for inbound sales calls and minimize calls routed to voicemail
• Ensure timely lead intake and handoff so prospective clients are connected to the appropriate sales representative as quickly as possible
• Effectively multitask between phone conversations, CRM entry, and internal systems
• Follow established procedures, scripts, and routing guidelines
• Support additional related duties as assigned by management
  
  

Qualifications & Experience

• High school diploma or equivalent required
• 2 years of experience in customer service, call center, intake, or other service-focused roles preferred
• Excellent verbal and written communication skills
• Friendly, professional, and service-oriented attitude
• Ability to follow a script while also listening actively and responding naturally to callers
• Strong organizational skills and close attention to detail
• Self-driven with the ability to work independently and stay productive in a structured environment
• Comfortable using CRM systems, office applications, and other internal technology tools
• Ability to multitask while speaking with callers and entering accurate information into systems
• Reliable, responsible, and process-oriented
  
  

Why You’ll Love Working With Us

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
  
  

Benefits Include

• Competitive compensation
• Health, Vision, Dental, and Life Insurance
• Employee Assistance Program
• FSA / HSA
• 401(k) with employer contribution
• Excellent Paid Time Off (24 days)
• Collaborative work environment (and great coffee!)
  
  

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, 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.