Experienced PSAP Customer Service Liaison – Massachusetts Next Generation 911 System Support
Are you passionate about delivering exceptional customer experiences and driving innovation in the public safety sector? Do you thrive in a fast-paced, dynamic environment where no two days are the same? If so, we invite you to join arenaflex as an Experienced PSAP Customer Service Liaison, supporting the Massachusetts Next Generation 911 system and its ever-evolving technologies.
About arenaflex
arenaflex is a leading provider of innovative solutions for the public safety sector, dedicated to empowering first responders and emergency management professionals with cutting-edge technologies. Our team is passionate about making a difference in the lives of those who serve and protect our communities. As a remote employee, you'll enjoy the flexibility to work from anywhere, while still being part of a collaborative and dynamic team.
Job Overview
As an Experienced PSAP Customer Service Liaison, you'll serve as the primary point of contact between arenaflex and the public safety answering points (PSAPs) across Massachusetts. Your expertise will be essential in building and maintaining strong relationships with PSAP personnel, ensuring seamless communication, and driving customer satisfaction. You'll work closely with the State 911 Department, arenaflex's operational team, and other stakeholders to identify areas for improvement and implement solutions that enhance the customer experience.
Key Responsibilities
* Create and maintain a schedule for quarterly (or as needed) service review meetings with PSAPs to ensure timely updates and feedback
- Develop and maintain a designated list of PSAPs to maintain connections with the State 911 Department (S911D)
- Update PSAP Directory information with S911D and within arenaflex systems (ticketing system, knowledge management system, notification system)
- Review incident tickets and work orders within the ticketing system to ensure accurate updates and responses, maintaining a positive customer experience
- Provide clarification to PSAP Admins as needed on open tickets
- Develop and maintain relationships with stakeholders by providing education, guidance, input, and initiatives to support project work
- Act as an escalation point for Field Team or NSOC for requests from PSAP
- Function as a technical consultant for Move Add Change (MAC) planning between PSAP and State 911 Department
- Maintain upcoming NG911 onsite work schedule and conduct weekly meetings with S911D to review (MAC/workorder etc.)
- Analyze and follow-up as needed for Customer Satisfaction Surveys (CSATS)
- Perform onsite CSAT surveys with PSAP Personnel
- Drive improvements within the organization that will result in continued improvements to customer experiences
- Analyze behavior of PSAP calls to spot anomalies, trends, and identify areas of improvement
- Engage with internal and external clients and personnel to ensure coordination and collaboration on issue resolution and planning initiatives
- Participate in Change Control Board (CCB) meetings to represent PSAP and identify any impacts
Essential Qualifications
* Experience working within a PSAP, preferably in Massachusetts
- Strong interpersonal skills
- Advanced written and verbal communication skills
- Demonstrated ability to coordinate cross-functional work teams toward task completion
- Understanding of First Responders
- General PC knowledge, including Microsoft Office expert level knowledge of Excel, working knowledge of Access
- Technical understanding of NG911 services as they relate to PSAP
Preferred Qualifications
* Bachelor's degree in a related field (e.g., Communications, Public Administration, Emergency Management)
- Experience with NG911 services and technologies
- Familiarity with Massachusetts PSAP operations and procedures
- Certification in a related field (e.g., Emergency Management, Public Safety)
Skills and Competencies
* Excellent communication and interpersonal skills
- Strong analytical and problem-solving skills
- Ability to work in a fast-paced, dynamic environment
- Strong attention to detail and organizational skills
- Ability to build and maintain strong relationships with stakeholders
- Technical understanding of NG911 services and technologies
- Familiarity with Microsoft Office and other productivity software
Career Growth Opportunities and Learning Benefits
As an Experienced PSAP Customer Service Liaison at arenaflex, you'll have opportunities to:
- Develop your skills and expertise in NG911 services and technologies
- Collaborate with a dynamic team of professionals in the public safety sector
- Participate in training and professional development programs to enhance your skills and knowledge
- Contribute to the development of innovative solutions for the public safety sector
- Enjoy a competitive salary and benefits package, including health insurance, retirement plan, and paid time off
Work Environment and Company Culture
arenaflex is committed to creating a work environment that is inclusive, diverse, and supportive. As a remote employee, you'll enjoy the flexibility to work from anywhere, while still being part of a collaborative and dynamic team. Our company culture values innovation, teamwork, and customer satisfaction, and we're passionate about making a difference in the lives of those who serve and protect our communities.
Compensation, Perks, and Benefits
arenaflex offers a competitive salary and benefits package, including:
- Salary range: $78,600 - $86,600
- Health insurance
- Retirement plan
- Paid time off
- Flexible work arrangements
- Professional development opportunities
- Recognition and rewards for outstanding performance
How to Apply
If you're passionate about delivering exceptional customer experiences and driving innovation in the public safety sector, we invite you to apply for the Experienced PSAP Customer Service Liaison position at arenaflex. Please submit your resume and a cover letter outlining your qualifications and experience. We look forward to hearing from you! Apply for this job