On-Call Rapid Response Specialist - Fire

Thomasville Homes Llc; Baltimore, Northern (MD, KY); Hybrid; USD 40,000 - 65,000; Full time

Job summary

Thomasville Restoration is seeking a Rapid Responder (ERC) to be the first face of the company at fire and property damage sites in the Baltimore area. You will quickly connect with homeowners and businesses, explain recovery steps, and secure urgent service needs with professionalism.

Ideal candidates demonstrate 24/7 on-call reliability, strong communication, and a true customer-service mindset, with a valid driver's license and preferred IICRC certification.

Qualifications

• Must be able to respond 24/7 within the assigned geographic area.
• Strong communication, interpersonal, and customer service skills with proven ability to act quickly under pressure.
• Valid Driver’s License; IICRC certification strongly preferred.

Responsibilities

• Be First on Scene – Arrive quickly at fire and property damage sites as the first point of contact.
• Deliver the Thomasville Touch – Show compassion, patience, and professionalism to reassure clients.
• Educate & Guide – Explain services and recovery process, answer questions and provide reassurance.
• Facilitate Solutions – Secure service agreements for board-ups, mitigation, and restoration.
• Collaborate with First Responders – Build relationships with local fire departments and agencies to streamline referrals.
• Document & Communicate – Log call details, customer information, photos, and communications in DASH.
• Track Activity – Submit weekly reports of calls, responses, and outcomes to leadership.
• Represent Thomasville – Uphold brand values on every client interaction.

Skills

On-call availability

Customer service

Communication skills

Interpersonal skills

Problem solving

Leadership potential

Job description

Thomasville Restoration is seeking a Rapid Responder (ERC) to be the first face of the company at fire and property damage sites in the Baltimore area. You will quickly connect with homeowners and businesses, explain recovery steps, and secure urgent service needs with professionalism.

Ideal candidates demonstrate 24/7 on-call reliability, strong communication, and a true customer-service mindset, with a valid driver's license and preferred IICRC certification.