Emergency Response Coordinator

Job Summary

The Emergency Response Coordinator is the first point of contact during a property loss event. This includes being the immediate boots-on-the-ground responder responsible for representing the brand in real-time disaster situations including fire, water, biohazard and other emergency losses, with a primary objective to secure restoration opportunities through empathy, responsiveness, and professionalism. Former Military, Emergency response such as Fire/Police/EMS are ideal previous professions for this role. 

Responsibilities

1. Monitor local emergency dispatches and news alerts to identify fire, flood, and other property loss events in real-time.

2. Mobilize to emergency scenes and/or 911 events within 30 minutes to offer restoration services to affected property owners.

3. Establish relationships with property owners, emergency personnel, and first responders on site.

4. Educate customers and clients on the restoration process and the benefits of working with SERVPRO.

5. Assist in securing onsite intel and getting work authorizations signed, coordinate with internal teams on the next steps, and collaborate with Restoration Operations Manager in any conversations regarding scope and price.

6. Maintain basic board-up materials and tarp-up materials for small board-up and tarp-up opportunities.

7. Maintain accurate records of contacts, site details, and outcomes using CRM tools. Work alongside the Business Development team to identify and streamline existing relationships to close emergencies quickly; as well as ensuring that all COIs identified during chase events will need to be handed off to Business Development Representatives for future marketing.

8. Attend community safety events and fire department meetings to build a strong presence with referral partnerships.

9. Attend after-hours events with the Business Development team as needed.

10. Perform other duties as assigned and assist other departments as needed.

Qualifications

· High school diploma/GED

· Prior experience in restoration, construction, emergency services, or related field preferred

· Previous work or volunteer experience with fire departments, EMS, FEMA, or police a plus

· Valid driver’s license, clean MVR, and reliable transportation are required

· Relevant industry certifications preferred

Knowledge, Skills and Abilities

· Strong interpersonal, written, and oral communication skills

· Demonstratable understanding of concepts, software, techniques, etc. necessary to accomplish job duties

· Excellent analytical, problem-solving, and decision-making skills

· Strong work ethic

· Local knowledge of the Charlotte area and emergency service networks

· Ability to travel to respond to Storm Events is required

· Bilingual (English/Spanish) is a plus

Physical and Work Environment Requirements

This position primarily requires in-field presence and jobsite activities. Regularly lifting 50 pounds independently, occasionally lifting up to 100 pounds with assistance, walking and standing for long periods of time, driving, sitting, climbing ladders, working at ceiling heights, working in tight spaces, and repetitive pushing/pulling/lifting/carrying objects.

While performing the duties of this job, the employee is frequently exposed to fumes or airborne particles. The employee is occasionally exposed to a variety of extreme conditions such as heat, noxious odors, etc. The noise level in the work environment and job sites may be loud. The employee will be required to occasionally wear a respirator for their safety.

Normal Working Hours, Additional Working Hours, and Travel Requirements

This is a full-time position working 8:00 a.m. – 5:00 p.m., Monday – Friday, minimum of 40 hours per week. This position frequently requires long hours (beyond 8 hours a day), including evenings and weekends, as needed. Travel is required and is primarily local. However, some out-of-area and overnight travel may be expected.

In 1977, Barry and Beth Bowen decided to merge their passion of service to others with their careers and set out on a mission to build a reputable and respected property damage restoration company in the Montgomery area. Having grown up entrenched in the family business, it was no surprise when the current owners, Bruce and Brian Bowen, took over in 2004. Today, due to their continued dedication and hard work, we are a leader and trusted name in restoration, remediation, reconstruction, mitigation, and premier cleaning throughout the communities that we serve.

Our team has more than a century of combined restoration experience. Each team member is equipped with unique and practical skills to excel in every project and exceed the expectations of our customers. Furthermore, we have an extensive inventory of restoration equipment designed to improve the efficiency and effectiveness of every facet of mitigation and content recovery for damaged homes and businesses that we serve.