Description
We are seeking an energetic, highly organized, and customer-focused Emergency Services Coordinator to serve as the vital initial touchpoint for our premier property restoration and mitigation company. In this role, you will be the first point of contact for all incoming customer inquiries, emergency service requests, and new property restoration losses.
The ideal candidate delivers an exceptional customer experience, gathers complete loss information, accurately enters data into specialized franchise CRM software, and efficiently coordinates the scheduling of Project Managers and field crews.
Essential Duties and Responsibilities
- First Point of Contact: Answer all incoming calls professionally, courteously, and empathetically for homeowners, commercial clients, insurance carriers, agents, and referral partners.
- Intake & Lead Management: Collect complete intake information including customer, property, insurance, and damage details, immediately creating new job leads in tracking and DASH CRM platforms.
- Dispatch & Scheduling: Coordinate and manage calendars via Microsoft Outlook to efficiently schedule Project Managers and field service crews.
- Customer Care: Communicate clear response expectations and appointment times to customers, and perform warm transfers to the appropriate internal personnel.
- Administrative Support: Maintain accurate electronic records, provide daily intake summaries to Operations leadership, and assist with general office administrative, HR, and operational support.
- Emergency Responsiveness: Support increased call volumes during major storm events and emergency regional situations.
Qualifications
- Experience: 1–3 years of receptionist, switchboard operator, dispatcher, call center, or office administrative experience.
- Technical Skills: Strong Microsoft Office skills (specifically Outlook Calendar) and a high level of tech-savviness to easily master proprietary industry tracking systems and DASH CRM.
- Soft Skills: Outstanding active listening, communication, problem-solving, and organizational skills.
- Education: High school diploma or GED required; Associate degree preferred.
- Industry Plus: Prior experience in property restoration, construction, insurance, or property management is highly desirable.
Benefits:
We offer eligible employees competitive pay and access to a range of benefits and support programs based on assignment type, schedule, length of employment, and eligibility requirements, including medical, dental, vision, prescription coverage, short-term disability, 401(k), employee assistance, childcare assistance, discounts, paid holidays, and longevity bonuses. Depending on the benefit, cost may be paid by the Company, the employee, or shared between both.
COMPANY OVERVIEW
We are an equal opportunity employer and comply with all applicable federal, state, and local fair employment practices laws. We strictly prohibit and do not tolerate discrimination against employees, applicants, or any other covered persons because of race, color, religion, creed, national origin or ancestry, ethnicity, sex, sexual orientation, gender (including gender identity and expression), marital or familial status, age, physical or mental disability, perceived disability, citizenship status, service in the uniformed services, genetic information, height, weight, or any other characteristic protected under applicable federal, state, or local law. Applications from members of minority groups and women are encouraged.
#Norwalk
