Emergency Response Center Coordinator

Dry Force Corp.; Tampa (FL); On-site; USD 42,000 - 55,000; Full time

Benefits offered by this job

Medical plans

Dental and vision insurance

401(k) with company match

Paid time off and holidays

Short-term and long-term disability

HSA/FSA options

Life insurance

Telecommuting relief

Job summary

Dry Force Corp. is seeking an Emergency Response Center Coordinator to support inbound call operations for water mitigation and emergency services in a fast-paced setting. You will gather critical information, route requests to the appropriate service teams, and maintain accurate records across multiple brands.

The ideal candidate remains calm under pressure, is highly organized, and dedicated to delivering exceptional customer service while adhering to established workflows and procedures.

Qualifications

• 1+ years in call center, dispatch, or coordination.
• Strong verbal and written English.
• Calm under pressure with strong multitasking.
• Detail-oriented with ability to follow procedures.
• Experience with CRM and office tools.

Responsibilities

• Handle inbound calls for water mitigation and emergency services.
• Gather and document critical job information accurately.
• Route calls and job details to service teams.
• Follow scripts, workflows, and brand procedures.
• Maintain records in CRM and communication systems.
• Coordinate between customers, technicians, and teams.
• Monitor active jobs and provide timely updates.
• Escalate urgent issues to leadership when needed.
• Support goals on response times and service quality.
• Maintain professionalism during high-stress interactions.
• Assist with administrative tasks as assigned.

Skills

Call center experience

Customer service

English communication

Attention to detail

CRM systems

Organizational skills

Tools

Microsoft Outlook

Teams

RingCentral

Job description

Job Title

Emergency Response Center Coordinator (Water Mitigation / Emergency Services)

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

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