Service Operations Specialist (DC)

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 Customer 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 SoundThinking 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.

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 able to work all shifts, holidays, and weekends; mandatory overtime may be required.

Work Schedule:

4 am to 12 pm EST with Tuesday and Wednesday off.

Reports to: IRC Manager

Work location: Washington, DC, office

Travel 10%

Note: The Company reserves exclusive right in its sole discretion to modify, adjust, delete, add or otherwise change the above at any time.

SoundThinking provides equal employment opportunities (EEO) to all employees and applicants for employment without regard to race, color, religion, sex, national origin, age, disability or genetics. In addition to federal law requirements, SoundThinking complies with applicable state and local laws governing nondiscrimination in employment in every location in which the company has facilities. This policy applies to all terms and conditions of employment, including recruiting, hiring, placement, promotion, termination, layoff, recall, transfer, leaves of absence, compensation and training. SoundThinking maintains a drug-free workplace policy.

SoundThinking expressly prohibits any form of workplace harassment based on race, color, religion, gender, sexual orientation, gender identity or expression, national origin, age, genetic information, disability, or veteran status. Improper interference with the ability of SoundThinking’s employees to perform their job duties may result in discipline up to and including discharge. If you are an individual with a disability and require a reasonable accommodation to complete any part of the application process, or are limited in the ability or unable to access or use this online application process and need an alternative method for applying, you may contact SoundThinking at careers@soundthinking.com for assistance.

The above salary is based on a good faith estimate made at the time of publication and may be modified in the future. The pay offered to a candidate may vary within this range depending on factors such as education, experience, and geographic location.

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