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
• Routecalls and job details to the appropriate service teams
• Follow established scripts, workflows, and brand-specific procedures
• Maintain accurate records in CRM and communication systems
• Cooordinatemcommunicationbetweencustomers,technicians,andinternalteams
• Monitoractivejobsand assistwithupdatesasneeded
• Escalateurgentorunresolvedissuestoleadershipwhenappropriate
• Supportdepartmentalgoalsrelatedtorespontimes,servicequality,andcustomerexperience
• Maintainprofessionalismandempathyduringhigh-stresscustomerinteractions
• Assistwithadministrativeandoperationaltasksasassigned

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

Benefits

• Choice of 4 medical plans, including one $0-cost plan for employees
• FSA medical and dependent spending account
• HSA available with high-deductible plan
• Vision and dental insurance (multiple plan options available)
• Company-paid short-term and long-term disability
• Company-paid life insurance
• 401(k) with company matching
• Additional benefits including hospital, critical illness, and accident coverage
• Paid time off and company holidays