Service Operations Specialist

Service Operation Specialists are responsible for receiving, reviewing, and analyzing gunshot acoustics, and sending information to law enforcement and university campus agencies and 911 dispatch centers and officers serving the coverage area. As a member of the Custo, university campus agencies, 911 dispatch centers,mer Service team, they provide the first level of support to our customers in solving and escalating their issues and concerns.

Service Operation Specialists monitor acoustic surveillance systems status and report errors, faulty equipment, and other system problems; maintain active logs relative to system performance, gunfire incidents, and other system metrics.

Duties And Responsibilities

• Review incoming incidents for instances of gunfire, explosions, and other sounds and make classification decisions with a high level of accuracy
• Relay the necessary information to law enforcement and university campus agencies for dispatching and responding to the incident
• Follow the Incident Review Center’s workflow, policies, and procedures
• Participate in team and organizational initiatives, projects, and activities
• Monitor status and report errors, faulty equipment, logs, and other metrics and escalate as necessary
• Willingness and availability to work a 24/7/365 operational schedule, including evenings, weekends, and holidays, to support continuous IRC operations and public safety mission needs.
• Serve as the first point of contact for customer support, addressing inquiries and concerns with professionalism and accuracy. Utilize Salesforce to document interactions, manage case workflows, and effectively triage or escalate issues to appropriate teams as needed.
• Ability to accurately assess and interpret waveforms using both audio and visual cues as part of the incident monitoring process.
• Use a variety of digital tools (e.g., Zoom, Slack, email) to maintain clear and effective communication with team members, ensuring alignment on goals, priorities, and deadlines.
• Skilled in accurately identifying, classifying, and documenting critical information in alignment with IRC protocols and Sound Thinking standards.

Professional Skills And Qualifications

• Must be a fast learner with the ability to quickly adapt to new tools, technologies, or procedures in a fast paced and at times high pressure environment knowing when and how to escalate.
• Excellent customer service skills with a positive, can-do attitude
• Excellent attention to detail, with the ability to maintain sustained focus and high accuracy during long periods of listening to audio and incident monitoring.
• Excellent organizational and time management skills
• Strong, effective problem-solving skills and analytical ability
• Demonstrates a strong ability to receive and effectively act on constructive feedback, utilizing it for personal development and continuous improvement of work performance.
• Effective and professional written and verbal communication skills
• Ability to follow defined processes, procedures and workflow and follow directions
• Minimum of one year of professional experience, preferably in a call center, Customer Service, Public Safety Organization, or other customer-facing positions
• Familiarity with CRM tools such as Salesforce, JIRA, or similar tools are highly desirable
• Associate degree, or formal Dispatch/Law Enforcement training is strongly preferred
• Must be able to work as part of a team and support team goals, objectives, and performance metrics
• Intermediate computer literacy, including confident use of operating systems, file management, email platforms, web browsers (navigating the internet, utilizing search engines, managing bookmarks, and ensuring online privacy), and common digital tools.
• Comfortable navigating multiple screens and systems simultaneously, with the ability to manage workflows efficiently in a fast-paced, multitasking environment.
• Previous AI experience or eagerness to learn and apply AI tools to job related responsibilities.
• Must be available to work graveyard shift (9:00 PM - 5:00 AM)

WORKING CONDITIONS/ENVIRONMENT

The work environment involves everyday risks and/or discomfort that require normal safety precautions, typical of offices and training rooms. The use of telecommunications equipment will sometimes have a high level of noise. Work areas have adequate lighting, heating, and ventilation. The work requires prolonged periods of sitting, talking, and listening under conditions that are often stressful.

Other Significant Facts

This position is designated as essential and the incumbent that occupies this position will be required to report to work onsite four shifts per week. The incumbent may be required to stay at work during a declared emergency or any other time as designated by the Senior Vice President or his/her designee. This facility operates 24 hours a day, 7 days a week and the incumbent will be required to work flexible and/or rotating 8-hour shifts.

Shifts could be altered and/or extended at any time with notice. The incumbent must be…