Emergency Response Center Coordinator

HighGround; Lenexa (KS); On-site; USD 30,000 - 45,000; Full time

Benefits offered by this job

Choice of 4 medical plans

401(k) with company matching

Company-paid life insurance

Vision and dental insurance

Job summary

HighGround is seeking a dependable Emergency Response Center Coordinator in Lenexa, KS to support inbound call operations during emergency situations. The ideal candidate will ensure timely and accurate assistance, handling customer inquiries with professionalism.

This role requires strong communication skills, attention to detail, and the ability to work under pressure. Benefits include multiple medical plans, 401(k) matching, and company-paid disability and life insurance.

Qualifications

• 1+ years of call center, dispatch, or customer service experience.
• Strong verbal and written English communication skills.
• Ability to remain calm in high-pressure situations.

Responsibilities

• Handle inbound calls from customers needing emergency services.
• Gather and document critical job information accurately.
• Coordinate communication between customers and technicians.

Skills

Call center experience

Customer service

Organizational skills

Communication skills

Multitasking

Attention to detail

Tools

CRM systems

Microsoft Outlook

RingCentral

Job description

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
• 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