**Experienced PSAP Customer Service Liaison – Massachusetts Next Generation 911 System Support**

At arenaflex, we are committed to delivering exceptional customer service and support to our clients, particularly in the critical field of public safety. As a leading provider of Next Generation 911 (NG911) system maintenance, monitoring, and operation, we are seeking an experienced PSAP Customer Service Liaison to join our team. This role will play a vital part in fostering strong relationships between our clients, the PSAP personnel, and our operational team. **About arenaflex** arenaflex is a renowned provider of innovative solutions and services to the public safety sector. Our team of experts is dedicated to ensuring the seamless operation of the Next Generation 911 system in Massachusetts, which is the largest NENA i3 end-to-end fully integrated NGCS, ESInet, logging and recording, and hosted call handling system in the United States. With a strong commitment to customer satisfaction and excellence, we strive to deliver exceptional service to our clients, including the PSAPs, State 911 Department, and other stakeholders. **Job Overview** As a PSAP Customer Service Liaison at arenaflex, you will serve as the primary point of contact between our clients and our operational team. Your primary responsibility will be to ensure that our clients receive exceptional service and support, while also fostering strong relationships with the PSAP personnel and other stakeholders. This role requires a unique blend of technical knowledge, interpersonal skills, and customer service expertise. **Responsibilities** As a PSAP Customer Service Liaison, your key responsibilities will include: * Creating and maintaining a schedule for service review meetings with PSAPs, both quarterly and as needed * Defining and maintaining a designated list of PSAPs to connect with the State 911 Department (S911D) * Updating the PSAP Directory with S911D and within arenaflex systems, including the ticketing system, knowledge management system, and notification system * Reviewing incident tickets and work orders within the ticketing system to ensure timely and effective updates and responses * Providing clarification to PSAP Admins on open tickets and ensuring a positive customer experience * Developing and maintaining relationships with stakeholders through education, guidance, input, and initiatives to support project work * Serving as an escalation point for Field Team or NSOC requests from PSAP * Functioning as a technical consultant for Move Add Change (MAC) planning between PSAP and State 911 Department * Maintaining the upcoming NG911 onsite work schedule and conducting weekly meetings with S911D to review MAC/workorder, etc. * Analyzing and following up on Customer Satisfaction Surveys (CSATS) as needed * Performing onsite CSAT surveys with PSAP Personnel * Driving improvements within the organization to result in continued improvements to customer experiences * Analyzing behavior of PSAP calls to spot anomalies, trends, and identify areas of improvement * Engaging with internal and external clients and personnel to ensure coordination and collaboration on issue resolution and planning initiatives * Participating in Change Control Board (CCB) meetings to represent PSAP and identify any impacts **Skills and Qualifications** To be successful in this role, you will need: * Direct experience working within a PSAP, preferably in Massachusetts * Strong interpersonal skills, with the ability to build and maintain relationships with clients and stakeholders * Advanced written and verbal communication skills, with the ability to communicate complex technical information to non-technical audiences * Demonstrated ability to coordinate cross-functional work teams toward task completion * Understanding of First Responders and their needs * General PC knowledge, including Microsoft Office expert-level knowledge of Excel and working knowledge of Access * Technical understanding of NG911 services as they relate to PSAP **What We Offer** As a valued member of our team, you will enjoy a competitive salary range of $78,600 - $86,600, depending on experience. You will also have the opportunity to work remotely from Stoughton, MA, with occasional travel within the Commonwealth of Massachusetts required. arenaflex offers a comprehensive benefits package, including medical, dental, and vision insurance, as well as a 401(k) plan and paid time off. **Career Growth Opportunities** arenaflex is committed to the growth and development of our employees. As a PSAP Customer Service Liaison, you will have the opportunity to work with a talented team of professionals and contribute to the success of our clients. We offer a range of training and development programs to help you advance your career and achieve your goals. **Work Environment and Company Culture** arenaflex is a dynamic and innovative organization that values collaboration, creativity, and customer satisfaction. Our team is passionate about delivering exceptional service and support to our clients, and we are committed to creating a positive and inclusive work environment. As a PSAP Customer Service Liaison, you will be part of a close-knit team that is dedicated to making a difference in the lives of our clients and the communities we serve. **How to Apply** If you are a motivated and customer-focused individual with a passion for public safety, we encourage you to apply for this exciting opportunity. Please submit your resume and cover letter to [insert contact information]. We look forward to hearing from you! **Equal Employment Opportunity** arenaflex is an equal employment opportunity employer and welcomes applications from diverse candidates. We are committed to creating a workplace that is inclusive and respectful of all individuals, regardless of their background, culture, or identity. Apply for this job