Emergency Response Center Coordinator

Job Title: Emergency Response Center Coordinator (Water Mitigation / Emergency Services) Job Type: Full-TimeLocation: Tampa, FL & Lenexa, KS (In-person) About Us 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. Position Overview 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. The ideal candidate is calm under pressure, highly organized, and committed to delivering excellent customer service while following structured processes and procedures. Key Responsibilities Handle inbound calls from customers needing water mitigation and emergency services  Gather and document critical job information accurately and efficiently  Route 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  Coordinate 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  Assist with 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  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  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