Emergency Response Center Coordinator - Water Mitigation & Emergency Services

About Our Company

We operate as a leading multi-brand entity within the water mitigation sector, dedicated to delivering prompt and dependable assistance to clients during urgent situations. Our team’s mission is to assist homeowners and commercial clients through challenging events with professionalism, urgency, and compassion.

Role Summary

We are searching for a reliable and detail-focused Emergency Response Center Coordinator to manage incoming calls and ensure that customers receive timely and precise support in emergency scenarios. This position requires gathering essential job details, coordinating communication among service teams and clients, and maintaining exact records across different brands and workflows.

Primary Duties

• Manage inbound customer calls related to water mitigation and emergency service needs.
• Quickly and accurately collect critical job information.
• Direct calls and information to appropriate service teams.
• Adhere strictly to prescribed scripts, workflows, and brand-specific guidelines.
• Maintain precise documentation in CRM and communication platforms.
• Facilitate communication between customers, technicians, and internal teams.
• Track active job progress and provide updates as necessary.
• Raise urgent or unresolved concerns to supervisory personnel.
• Contribute to meeting departmental objectives regarding response time, service quality, and customer satisfaction.
• Exhibit professionalism and empathy during high-pressure customer interactions.
• Perform administrative and operational tasks as delegated.

Qualifications

• Minimum of one year in call center, dispatch, customer service, or coordination roles.
• Strong spoken and written English proficiency.
• Ability to maintain composure and professionalism under pressure.
• High attention to detail and compliance with structured procedures.
• Excellent organizational abilities and multitasking skills.
• Dependable with a punctual and strong work ethic.
• Proficient in CRM systems and communication tools like Microsoft Outlook, Teams, and RingCentral.

Preferred Experience

• Background in water mitigation, restoration, or emergency services.
• Experience handling multiple brands, clients, or diverse workflows.
• Dispatch and scheduling expertise.
• Bilingual communication skills considered an advantage.

Benefits Package

• Four medical insurance plans to select from, including a no-cost option for employees.
• Flexible spending accounts for medical and dependent care.
• Health savings account available with a high-deductible plan.
• Vision and dental insurance with multiple plan options.
• Company-paid short- and long-term disability coverage.
• Company-paid life insurance.
• 401(k) retirement plan with company matching.
• Additional coverage options including hospital, critical illness, and accident insurance.
• Paid time off and recognized company holidays.