Emergency Response & Dispatch Coordinator

JOB SUMMARY
The EMERGENCY RESPONSE & DISPATCH COORDINATOR is responsible for coordinating and managing time-sensitive service calls, including after-hours emergency response and weekend dispatching, updating customers, working with third parties, and ensuring efficient and timely handling of work orders. This role carries on-call authority to make real-time dispatch decisions, escalate critical situations, and direct emergency resources outside of standard business hours. The role requires strong communication skills, sound independent judgment under pressure, attention to detail, and the ability to support both internal teams and external partners while maintaining customer satisfaction during high-stakes, time-critical situations.

JOB DUTIES AND RESPONSIBILITIES:

1. EMERGENCY RESPONSE & ON-CALL COORDINATION – Serve as the primary on-call point of contact for after-hours emergency leak calls and critical work orders, weekend, and holiday leak calls and customer/contractor communication. Independently assess incoming emergency reports, determine urgency and appropriate response, and dispatch contractors or technicians accordingly. Make real-time decisions on escalation to leadership, emergency vendors, or disaster response teams when standard procedures do not apply. Maintain and follow on-call rotation schedules and ensure continuous, reliable emergency coverage. On call coverage: Monday – Thursday 5PM – 7AM, Friday 5PM or time of early dismissal – 7AM Saturday, 7 AM Saturday – 7AM Sunday, 7AM Sunday – 7AM Monday.
2. DISPATCH AND CUSTOMER COMMUNICATION – Dispatch leak calls via the designated email process and ensure customers are updated daily using third-party systems, phone calls, and email. Confirm and follow up on all critical four-hour, same-day response, and urgent next day work orders, documenting confirmations with contact names, and escalate unresolved issues to on-call staff or leadership as needed.
3. REPORTING AND DOCUMENTATION – Maintain accurate reporting by pulling customer reports, responding to notifications, and working with third-party providers to ensure customers remain informed. Assemble recommended actions for review, upload approved documentation, and assist with invoice processing after training has been completed and as delegated by direct report.
4. SPECIAL SERVICES AND PROJECT SUPPORT – Support special services such as vendor coordination, disaster response, warranty management, and landlord liaison activities. Participate in project management and inspections when directed by assigning contractors, scheduling, coordinating timelines, and providing real-time updates throughout the work order process. Address NTE increases, job site concerns, and other issues in collaboration with technicians and customers. Assist in training new hires.
5. QUALITY AND CUSTOMER CARE – Conduct goodwill calls to store managers following job completion to verify contractor professionalism and performance. Identify opportunities to expand services with existing customers through referrals and maintain strong customer relationships by ensuring timely and professional communication.
6. PERFORMS OTHER ESSENTIAL DUTIES AS ASSIGNED.

EQUIPMENT OPERATED:
General office equipment (fax machine, copier, desk phone, scanner) and mobile/remote communication devices for after-hours on-call response.

KNOWLEDGE, SKILLS AND ABILITIES:

• Knowledge of dispatching procedures, emergency response protocols, and customer service processes.
• Knowledge of reporting practices, documentation requirements, and third-party systems.
• Ability to communicate effectively with customers, vendors, contractors, and internal teams, including during high-pressure emergency situations.
• Ability to exercise independent judgment and make sound, time-critical decisions with limited supervision while on-call.
• Ability to multitask, prioritize, and manage urgent deadlines.
• Ability to remain calm and professional in urgent or escalated situations.
• Ability to maintain accuracy while managing multiple work orders simultaneously.
• Skilled in using Microsoft Office Suite (Outlook, Excel, Word) and third-party dispatch systems.
• Skilled in organization, time management, and attention to detail.
• Skilled in problem-solving and handling service issues in real time, including after standard business hours.