Emergency Response Center Coordinator

About the role

We are seeking a dependable and detail-oriented Emergency Response Center Coordinator to support inbound call operations and ensure customers receive timely, accurate assistance during emergency situations. This role is responsible for handling incoming service requests, gathering critical information, coordinating communication with service teams, and maintaining accurate records across multiple brands and workflows.

Responsibilities

• Handle inbound calls from customers needing water mitigation and emergency services
• Gather and document critical job information accurately and efficiently
• Routinely calls and job details to the appropriate service teams
• Follow established scripts, workflows, and brand-specific procedures
• Maintain accurate records in CRM and communication systems
• Cook up communication between customers, technicians, and internal teams
• Monitor active jobs and assist with updates as needed
• Escalate urgent or unresolved issues to leadership when appropriate
• Support departmental goals related to response times, service quality, and customer experience
• Maintain professionalism and empathy during high-stress customer interactions
• Afford administrative and operational tasks as assigned

Qualifications

• 1+ years of call center, dispatch, customer service, or coordination experience
• Strong verbal and written English communication skills
• Ability to remain calm and professional in high-pressure situations
• Strong attention to detail and ability to follow structured processes
• Excellent multitasking and organizational skills
• Reliable, punctual, and dependable work ethic
• Comfortable using CRM systems and tools such as Microsoft Outlook, Teams, and RingCentral
• Experience in water mitigation, restoration, or emergency services
• Experience supporting multiple brands, clients, or workflows
• Prior dispatching or scheduling experience
• Bilingual communication skills are a plus