Emergency Services Coordinator

Job Description

Job Description

Benefits:

• Medical, Dental, and Vision Benefits
• 401(k)
• 401(k) matching
• Company car
• Opportunity for advancement
• Paid time off
• Training & development

Do you want to make an Impact in your community in a diverse and inclusive company, working in a dynamic and growing industry, while supporting your personal and professional journey in your career?

Join the Paul Davis Team!
 
Emergency Services Coordinator 
Salary - $60,000 - $70,000 per year

Beyond core coordinator duties, this role owns the heartbeat of our mitigation operations—scheduling appointments, dispatching crews, and keeping customers and field teams aligned in real time. You’ll follow a consistent daily process, but no two days look the same as priorities shift, emergencies pop up, and the schedule changes on the fly—all in close partnership with the Emergency Services Manager and field teams. 

Responsibilities:

• Initiate outbound calls to customers upon job receipt to schedule initial mitigation appointments.
• Provide clear expectations for arrival windows, access requirements, and customer preparation steps.
• Send appointment reminders (day-before and/or morning-of) to reduce no-access visits.
• Respond promptly to inbound customer calls and route issues to the appropriate team member.
• Proactively reschedule appointments when requested by technicians, Project Managers, or homeowners.
• Own and maintain the daily and near-term mitigation dispatch schedule.
• Assign crews based on priority, availability, geography, skill needs, and equipment requirements.
• Update schedules in real time for emergencies, constraints, cancellations, or access issues.
• Coordinate labor, resources, and equipment to support on-time service and efficient deployment.
• Manage the intake-to-dispatch workflow, including routing, confirmations, and readiness.
• Confirm jobs are progressing on schedule and identify conflicts or service risks early.
• Escalate urgent issues, delays, and constraints to the Mitigation Manager with recommended options.
• Communicate dispatch updates to field crews (assignments, timing, changes, special instructions).
• Communicate schedule changes and confirmations to customers to maintain service expectations.
• Document all contact attempts, confirmations, reminders, and reschedules in RMS.
• Update job notes in RMS to reflect communications, access details, and scheduling status.
• Verify and maintain accurate customer/site information (contacts, access instructions, pets, lockbox codes, special conditions).
• Track scheduling-related compliance requirements (e.g., required photos, moisture readings) and flag gaps for follow-up.
• Support a calm, professional customer experience and assist with escalations by gathering facts and routing to the appropriate manager.
• Provide scheduling/dispatch administrative support to the Mitigation Manager and Project Managers, and perform other duties as assigned.
• All other duties as assigned

Competency – Knowledge, Skills and Abilities:

• Knowledge of Microsoft Office applications (Outlook, Word, Excel)
• Customer Service Skills 
• Communication skills 
• Typing skills 
• Administration skills 
• Ability to learn and operate our primary operating systems:  RMS, Xactimate, Luxor, Sage, Contractor Connection, ADP, SharePoint, and One Drive
• Ability to create documents and invoices  
• Ability to answer and communicate with customers over the phone 
• Ability to work independently 
• Ability to coordinate multiple jobs within the same time frame 
• Stress Management and Composure 
• Maintain a level of confidentiality 

Required Education and Experience:

• High School Diploma or GED required 
• Customer Service experience 
• Three plus years’ experience in an Administrative position 

Preferred Education and Experience: 

• Associate Degree Preferred
• One or more years’ experience within the restoration industry or related industry 

Physical Requirement

• Must be able to stay in a stationary position up to 100% of the time 
• Constantly operates a computer 
• Must be able to communicate and converse with customers over the phone 
• Occasionally will lift up to 10lbs
• Ability to safely operate a company vehicle  

Make an impact now : Since 1966, Paul Davis has been serving people in their time of need when facing disaster and having their worst day. We are a customer, employee and client focused company, passionately serving our community in its time of need and becoming an indispensable partner to our clients though our dedicated work!

Disclaimer:  Paul Davis Restoration is an equal opportunity employer. Paul Davis Restoration provides equal employment opportunity to all individuals regardless of their race, color, creed, religion, gender, age, sexual orientation, national origin, disability, veteran status, or any other characteristic protected by state, federal, or local law.