Overnight Emergency Response Center Coordinator

About the role

We are a leading multi-brand company in the water mitigation industry, providing fast, reliable support to customers during emergency situations. Our team plays a critical role in helping homeowners and businesses navigate stressful events with professionalism, urgency, and care.

Responsibilities

• Handle inbound calls from customers needing water mitigation and emergency services
• Gather and document critical job information accurately and efficiently
• Routecallsandjobdetailstotheappropriate serviceteams
• Follow established scripts, workflows, and brand-specific procedures
• Maintainaccuraterecords in CRM and communication systems
• Cooordinatemcommunicationbetweencustomers,technicians,andinternalteams
• Monitoractivejobsandassistwithupdatesasneeded
• Escalate urgent or unresolved issues to leadership when appropriate
• Support departmental goals related to response times, service quality, and customer experience
• Aid in 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
• Ability to work overnight shifts consistently
• Ability to work a hybrid schedule consisting of both remote and in-office work
• Availability to work at least one day each weekend in accordance with the needs of the business

Preferred Qualifications

• 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