Experienced PSAP Customer Service Liaison – Collaboration and Innovation in Next Generation 911

Thrive in a culture of innovation and teamwork at arenaflex, a leading provider of cutting-edge communication solutions. We're seeking an experienced PSAP Customer Service Liaison to join our dynamic team and drive success in the ever-evolving world of Next Generation 911 (NG911). Enjoy the freedom and flexibility of this remote role, with opportunities to collaborate with stakeholders, develop relationships, and drive improvements in customer experiences.

About arenaflex

arenaflex is a forward-thinking organization that has been at the forefront of innovation in the communication industry. Our commitment to delivering exceptional customer experiences has earned us a reputation as a trusted partner for governments, emergency responders, and communities across the nation. With a strong focus on teamwork, collaboration, and continuous learning, we're dedicated to building a brighter future for our customers and employees alike.

Job Overview

As a PSAP Customer Service Liaison at arenaflex, you'll be the key interpreter between the first responder workforce and our operational team that supports the Next Generation 911 system and its ever-evolving technologies. You'll reside in Massachusetts and serve as a customer advocate within our organization, working closely with PSAP Personnel, the State 911 Department, and our internal teams to ensure seamless communication and collaboration.

Responsibilities

* Create and maintain a schedule and conduct service review meetings with PSAPs quarterly (or as needed)

• Define designated list of PSAPs to maintain connections to with the State 911 Department (‘S911D’)
• Maintain PSAP Directory updates with S911D and within arenaflex systems (ticketing system, knowledge management system, notification system)
• Review of incident tickets and work orders within the ticketing system to ensure appropriate updates/responses to maintain 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 technical consultant for Move Add Change (‘MAC’) planning between PSAP and State 911 Department
• Maintain upcoming NG911 onsite work schedule & conduct weekly meetings with S911D to review (MAC/workorder etc.)
• Analysis and follow-up as needed for Customer Satisfaction Surveys (‘CSATS’)
• Perform onsite CSAT surveys with PSAP Personnel
• Drive improvements within organization that will result in continued improvements to customer experiences
• Analyze behavior of a PSAPs 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 are a must
• 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, Business Administration)

• Experience working in a customer-facing role, preferably in a government or emergency services setting
• Familiarity with NG911 systems and technologies
• Strong analytical and problem-solving skills
• Ability to work in a fast-paced environment with multiple priorities and deadlines

What We Offer

* Competitive salary range: $78,600 - $86,600

• Comprehensive benefits package, including medical, dental, and vision insurance
• 401(k) retirement plan with company match
• Generous paid time off and holidays
• Opportunities for professional growth and development
• Collaborative and dynamic work environment
• Flexible remote work arrangement

Why Join arenaflex?

* Be part of a team that's shaping the future of communication and emergency services

• Collaborate with stakeholders to drive improvements in customer experiences
• Develop relationships with PSAP Personnel, the State 911 Department, and our internal teams
• Enjoy a flexible remote work arrangement with opportunities for growth and development
• Join a culture of innovation and teamwork that values continuous learning and improvement

How to Apply

If this role sounds like a perfect fit, don't hesitate. Apply today and let's build the future together. Please submit your resume and a cover letter outlining your experience, qualifications, and interest in the position. Apply To This Job arenaflex is an equal opportunity employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, disability, or protected veteran status. Apply for this job