Emergency Response Center Team Lead

Emergency Response Center Team Lead (Water Mitigation / Emergency Services)

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 proactive and dependable Emergency Response Center Team Lead to support daily call center operations and serve as a point of contact for team members during their shift. This is a hands-on role where you will actively handle inbound calls while also helping ensure quality, efficiency, and adherence to processes within the department. You will support multiple brands, each with its own call flows and procedures. All processes are documented, and you will be responsible for reinforcing consistency, accuracy, and service standards across every interaction.

Key Responsibilities

• Handle inbound calls from customers needing water mitigation services
• Gather and document critical job information accurately and efficiently
• Route calls and job details to the appropriate service teams
• Serve as a point of contact for agents for brand questions and support
• Help ensure team adherence to scripts, workflows, and service expectations
• Monitor schedule adherence via Ring Central Contact Center and provide real-time guidance when needed
• Assist with problem resolution and escalations
• Maintain accurate records in CRM and communication systems
• Support onboarding and ongoing training of team members
• Assist the team in meeting departmental KPIs and brand expectations
• Maintain a positive, supportive work environment

Qualifications

• 2+ years of call center or customer service experience
• Prior experience in a lead, senior agent, or informal leadership role preferred
• Strong verbal and written English communication skills
• Ability to stay calm and make decisions in high-pressure situations
• Detail-oriented with the ability to enforce structured processes
• Strong problem-solving and multitasking skills
• Proven reliability, punctuality, and accountability
• 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 clients, brands, or workflows
• Experience coaching or mentoring team members

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