Emergency Response Center Team Lead - Dispatch & CRM Coach

HighGround; Overland Park (KS); On-site; USD 28,000 - 34,000; Full time

Benefits offered by this job

Medical plans

FSA/HSA

Vision & dental insurance

Disability insurance

Life insurance

401(k) with company matching

Paid time off

Job summary

Dry Force Corp in Lenexa, KS is seeking an Emergency Response Center Team Lead. This full-time, in-person role oversees daily call center operations, guiding agents, upholding scripts, and ensuring fast, accurate service across multiple brands.

The position requires 2+ years in high-volume customer service or call centers, strong leadership, and the ability to resolve issues under pressure while maintaining quality and process discipline.

Qualifications

• 2+ years of high-volume call center, dispatch, or customer service experience.
• Previous experience as a Lead, Senior Agent, Team Lead, or in a role with increased team responsibilities.
• Ability to stay calm and make decisions in high-pressure situations.
• Detail-oriented with the ability to enforce structured processes.
• Strong problem-solving and multitasking skills.
• Proven reliability, punctuality, and accountability.
• Comfortable working with CRM systems and communication tools such as Microsoft Outlook, Teams, and RingCentral.

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 team adherence to scripts, workflows, and service expectations.
• Monitor schedule adherence via Ring Central Contact Center and provide real-time guidance when needed.
• Assist with problem resolution and escalations.
• Maintain accurate 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 leadership

Customer service

Decision making under pressure

Attention to detail

Team coordination

Tools

CRM systems

Microsoft Outlook

Teams

RingCentral

Job description

Dry Force Corp in Lenexa, KS is seeking an Emergency Response Center Team Lead. This full-time, in-person role oversees daily call center operations, guiding agents, upholding scripts, and ensuring fast, accurate service across multiple brands.

The position requires 2+ years in high-volume customer service or call centers, strong leadership, and the ability to resolve issues under pressure while maintaining quality and process discipline.