Rapid Response Concierge

Thomasville Restoration; Philadelphia (Philadelphia County); On-site; USD 25,000 - 39,000; Full time

Job summary

Thomasville Restoration is seeking a Rapid Responder to be the first face on scenes of fire and property damage in the Mid-Atlantic. You will provide compassionate, clear guidance, answer questions, and prioritize urgent client needs while coordinating with restoration teams.

You will log details in DASH, work with first responders, and represent the company with a Family First ethos during every client interaction. This role requires on-call availability and a strong customer-service mindset.

Qualifications

• Must be able to respond 24/7 within the assigned geographic area.
• Strong communication and customer service skills.
• Warm and aligned with Thomasville’s culture of Family First, Compassion, Communication, and Care.

Responsibilities

• Be first on scene at fire and property damage sites.
• Deliver the Thomasville Touch by showing compassion, patience, and professionalism.
• Educate & guide clients through the recovery process and services.
• Facilitate solutions by securing service agreements for board-ups, mitigation, and restoration.
• Collaborate with first responders and coordinate with field and estimating teams.

Skills

On-call readiness

Communication

Customer service

Driving

Emergency response

Tools

DASH

Job description

Thomasville Restoration's vision is to be the #1 most trusted and respected restoration company.About Thomasville RestorationThomasville Restoration’s vision is to be the #1 restoration company in the Mid-Atlantic Region. To help achieve this goal and support our growth, we are adding Rapid Responder. This position offers a unique opportunity to support our mission of putting families’ homes and lives back together across the Mid-Atlantic while upholding our culture of Family First, Compassion, and Communication. Emergency Response Concierges (ERCs) also known as Thomasville’s Rapid Response Team — are the first faces of reassurance for families and businesses in crisis. This role is not simply about selling a service; it’s about showing up when people need us most, providing clarity in chaos, and delivering the level of compassion and professionalism that makes Thomasville Restoration the most trusted name in the Mid-Atlantic.What You’ll DoBe First on Scene – Arrive quickly at fire and property damage sites, serving as the immediate point of contact for affected homeowners and businesses.Deliver the Thomasville Touch – Approach every situation with compassion, patience, and professionalism, instilling confidence that their home and family are in trusted hands.Educate & Guide – Clearly explain Thomasville’s services and recovery process, answering questions and offering reassurance.Facilitate Solutions – Secure service agreements for board-ups, mitigation, and restoration, ensuring clients’ urgent needs are prioritized.Collaborate with First Responders – Build and maintain relationships with local fire departments, police, and community agencies to streamline emergency referrals and trust.Document & Communicate – Accurately log call details, customer information, photos, and communications in DASH for seamless coordination with field and estimating teams.Track Activity – Submit weekly reports of calls, responses, and outcomes to leadership.Represent Thomasville – Uphold our brand values and reputation with every client interaction, demonstrating our core belief: Family FirstWho You AreMust be able to respond 24/7 within the assigned geographic area on a rotating on-call shift.Strong communication, interpersonal, and customer service skills with proven ability to act quickly and decisively under pressureWarm, approachable, and aligned with Thomasville’s culture of Family First, Compassion, Communication, and Care.Valid Driver’s License; IICRC certification strongly preferredMotivated to grow within a leadership-driven, values-focused, and fast-growing company.Your ImpactAs a Rapid Responder, you are often the very first face of Thomasville during a family or business’s most difficult moment. Your quick action, empathy, and professionalism ensure that property owners feel supported from the very beginning. By connecting them to our restoration services in real time, you help restore not only their property but also their peace of mind.