Emergency Response Center Lead Multibrand High-Impact Support

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

Benefits offered by this job

Medical plans

FSA option

HSA option

Vision & dental insurance

Disability coverage

Life insurance

401(k) matching

Paid time off

Job summary

Dry Force Corp Lenexa, KS is seeking an Emergency Response Center Team Lead to oversee daily call center operations for multiple brands. You will actively handle inbound calls, document essential job details, route information to service teams, and coach agents to meet KPIs.

Ideal candidates have 2+ years in call centers, strong English communication, and proven reliability. This is a hands-on leadership role requiring calm under pressure and adherence to processes.

Qualifications

• 2+ years of call center experience
• Preference for lead/senior/mentoring role
• Strong verbal and written English communication
• Ability to stay calm and make decisions in high-pressure situations
• Detail-oriented with ability to enforce structured processes
• Strong problem-solving and multitasking skills
• Proven reliability and punctuality
• Comfortable using CRM 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
• Assist the team in meeting departmental KPIs and brand expectations
• Maintain a positive, supportive work environment

Skills

Call center experience

Leadership

English communication

Problem solving

Multitasking

Tools

CRM systems

Microsoft Outlook

Microsoft Teams

RingCentral

Job description

Dry Force Corp Lenexa, KS is seeking an Emergency Response Center Team Lead to oversee daily call center operations for multiple brands. You will actively handle inbound calls, document essential job details, route information to service teams, and coach agents to meet KPIs.

Ideal candidates have 2+ years in call centers, strong English communication, and proven reliability. This is a hands-on leadership role requiring calm under pressure and adherence to processes.