Emergency Recovery Coordinator (ERC)
Since 1966, Paul Davis has been an industry leader in property damage mitigation, reconstruction, and remodeling. With more than 370 offices in our franchise network, the company serves residential, institutional, and commercial customers across the United States and Canada. We deliver excellence, expertise, and a customer experience that is second to none for damage caused by water, fire, smoke, storms, or other disasters.
About the role
Emergency Recovery Coordinators (ERCs) generate revenue opportunities by directly consulting with property owners impacted by fire, water damage, or other large-scale emergency events. ERCs cooperate with public emergency response agencies and private entities to enable effective implementation of recovery initiatives. This high-stress, high-expectation position requires building customer loyalty and preference through positive, trusting relationships. ERCs participate in restoration-related community awareness events and programs, are on call 24/7, and report directly to the general manager and/or franchise owner.
Responsibilities
- On-call availability 24/7, including weekends and holidays as scheduled
- Monitor, interpret, and respond to lead sources
- Sell restoration industry products and services
- Support franchisee and franchisor organizational mission, vision, and value statement
- Market services and be familiar with assigned territory
- Educate consumers on products or services and articulate their use and need
- Respond to all generated leads (day and night) and provide feedback to the GM and/or franchise owner
- Provide emergency recovery kits and services to impacted property owners
- Communicate services to affected property owners
- Establish and maintain positive relationships in the local community
- Volunteer non-operational time to related community events
- Achieve and remain current in required certifications
Core Competencies
- Strong interpersonal skills and ability to build rapport with customers
- Comfortable entering highly charged and stressful situations
- Proven ability to close sales and provide quality customer service
- Represent the franchise and Paul Davis brand professionally
- Turn emotionally distraught customers into satisfied ones, leaving a positive lasting impression
- Knowledge of restoration products and services
- Dynamic speaking skills and comfort in one-on-one and group settings
- High stress tolerance and ability to work under pressure
- Combination of leadership and sales skills
Requirements
- High school diploma required; associate degree or equivalent certification in business administration or related field preferred
- 4 to 6 years’ experience in any of the following or combination thereof: restoration ERC, military, fire service, EMS, police, medical, dispatching, construction, insurance, restoration, sales, and customer service
- Three professional references
- Computer literacy and proficiency with office productivity applications (e.g., Microsoft Word, Excel, PowerPoint)
Skills
- Ability to work long hours and maintain focus
- Comfortable earning income based on commission
- Self-management and ownership of relationship development and job closure
Benefits
- Competitive salary
- Flexible schedule
- Training & development
- Dental insurance
- Health insurance
- Vision insurance
Pay
$58,000.00 - $200,000.00 per year