Emergency Response Center Lead — Dispatch & Mentoring

Dry Force Corp; Lenexa (KS); On-site; USD 28,000 - 34,000; Full time

Job summary

Dry Force Corp in Lenexa, Kansas seeks an Emergency Response Center Team Lead to oversee daily call center operations, handle inbound calls, and ensure accurate documentation and routing of service requests.

You will guide agents, enforce scripts and workflows, monitor adherence with RingCentral, and assist with onboarding, training, and KPIs, while maintaining a positive, collaborative work environment.

Qualifications

• 2+ years in a high-volume call center or customer service role.
• Experience leading a team or acting as a senior agent.
• Ability to stay calm and decisive under pressure.
• Detail-oriented with strong process discipline.
• Comfortable using CRM systems and collaboration tools.

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 scripts, workflows, and service expectations are followed.
• Monitor schedule adherence and provide real-time guidance.
• Assist with problem resolution and escalations.
• Maintain records in CRM and communication systems.
• Support onboarding and ongoing training of team members.
• Help the team meet departmental KPIs and brand expectations.

Skills

High-volume calls

Lead experience

Customer service

CRM systems

Problem solving

Multitasking

Reliability

Communication tools

Call routing

Team coaching

Tools

RingCentral

Outlook

Teams

Job description

Dry Force Corp in Lenexa, Kansas seeks an Emergency Response Center Team Lead to oversee daily call center operations, handle inbound calls, and ensure accurate documentation and routing of service requests.

You will guide agents, enforce scripts and workflows, monitor adherence with RingCentral, and assist with onboarding, training, and KPIs, while maintaining a positive, collaborative work environment.