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Emergency Response Center Coordinator

HighGround

Lenexa, KS

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JOB DETAILS
SKILLS
Administrative Skills, Call Centers, Communication Skills, Communication Systems, Consumer Branding, Customer Experience, Customer Relations, Customer Relationship Management (CRM) Systems, Customer Support/Service, Dental Insurance, Detail Oriented, Emergency Response, Emergency Services, English Language, Health Plan, Leadership, Life Insurance, Maintenance Services, Microsoft Outlook, Multilingual, Multitasking, Operational Support, Organizational Skills, Presentation/Verbal Skills, Record Keeping, Scripting (Scripting Languages), Time Management, Vision Plan, Writing Skills
LOCATION
Lenexa, KS
POSTED
Today
Job Title: Emergency Response Center Coordinator (Water Mitigation / Emergency Services)

Job Type: Full-Time
Location: 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

About the Company

H

HighGround

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