Overnight Emergency Response Center Coordinator

Overnight Emergency Response Center Coordinator Overnight Shift (Water Mitigation / Emergency Services)

Job Type: Full-Time Schedule: Overnight Shift (12:00 AM 9:00 AM EST or 11:00 PM 8:00 AM CST) Work Arrangement: Hybrid (In-Office & Remote) Weekend Requirement: Candidates must be available to work at least one day each weekend - either a Saturday or Sunday.

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 overnight 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.

This position requires the ability to work overnight hours in a fast-paced environment while maintaining professionalism, urgency, and accuracy. The ideal candidate is calm under pressure, highly organized, and committed to delivering excellent customer service while following structured processes and procedures.

This is a hybrid role that combines both in-office and remote work based on business needs and scheduling requirements.

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
• Ability to work overnight shifts consistently
• Ability to work a hybrid schedule consisting of both remote and in-office work
• Availability to work at least one day each weekend in accordance with the needs of the business

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