Rapid Response (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

## Rapid Response (Fire)Applylocations: Baltimore, MDposted on: Posted 13 Days Agojob requisition id: JR100022Thomasville Restoration's vision is to be the #1 most trusted and respected restoration company.**About Thomasville Restoration** Thomasville 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 Do*** Be 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 First## **Who You Are*** Must 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 pressure* Warm, approachable, and aligned with Thomasville’s culture of Family First, Compassion, Communication, and Care.* Valid Driver’s License; IICRC certification strongly preferred* Motivated to grow within a leadership-driven, values-focused, and fast-growing company.**Your Impact** As 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.