What are the responsibilities and job description for the Overnight Emergency Response Center Coordinator position at Dry Force Corp.?
Job Title: Overnight Emergency Response Center Coordinator – Overnight Shift (Water Mitigation / Emergency Services)
Job Type: Full-Time
Schedule: Overnight Shift (12:00 AM – 9:00 AM EST or 11:00 PM – 8:00 AM CST)
Work Arrangement: Hybrid (In-Office & Remote)
Weekend Requirement: Candidates must be available to work at least one day each weekend - either a Saturday or Sunday.
About Us
We are a leading multi-brand company in the water mitigation industry, providing fast, reliable support to customers during emergency situations. Our team plays a critical role in helping homeowners and businesses navigate stressful events with professionalism, urgency, and care.
Position Overview
We are seeking a dependable and detail-oriented Emergency Response Center Coordinator to support overnight inbound call operations and ensure customers receive timely, accurate assistance during emergency situations. This role is responsible for handling incoming service requests, gathering critical information, coordinating communication with service teams, and maintaining accurate records across multiple brands and workflows.
This position requires the ability to work overnight hours in a fast-paced environment while maintaining professionalism, urgency, and accuracy. The ideal candidate is calm under pressure, highly organized, and committed to delivering excellent customer service while following structured processes and procedures.
This is a hybrid role that combines both in-office and remote work based on business needs and scheduling requirements.
Key Responsibilities
Handle inbound calls from customers needing water mitigation and emergency servicesGather and document critical job information accurately and efficientlyRoute calls and job details to theappropriate serviceteamsFollow established scripts, workflows, and brand-specific proceduresMaintainaccuraterecords in CRM and communication systemsCoordinate communication between customers, technicians, and internal teamsMonitor active jobs andassistwith updates as neededEscalate urgent or unresolved issues to leadership when appropriateSupport departmental goals related to response times, service quality, and customer experienceMaintain professionalism and empathy during high-stress customer interactionsAssistwith administrative and operational tasks as assigned
Qualifications
1 years of call center, dispatch, customer service, or coordination experienceStrong verbal and written English communication skillsAbility to remain calm and professional in high-pressure situationsStrong attention to detail and ability to follow structured processesExcellent multitasking and organizational skillsReliable, punctual, and dependable work ethicComfortable using CRM systems and tools such as Microsoft Outlook, Teams, and RingCentralAbility to work overnight shifts consistentlyAbility to work a hybrid schedule consisting of both remote and in-office workAvailability to work at least oneday each weekendin accordance withthe needs of the business
Preferred Qualifications
Experience in water mitigation, restoration, or emergency servicesExperience supporting multiple brands, clients, or workflowsPrior dispatching or scheduling experienceBilingual communication skills are a plus
Benefits
Choice of 4 medical plans, including one $0-cost plan for employeesFSA medical and dependent spending accountHSA available with high-deductible planVision and dental insurance (multiple plan options available)Company-paid short-term and long-term disabilityCompany-paid life insurance401(k) with company matchingAdditionalbenefits including hospital, critical illness, and accident coveragePaid time off and company holidays
PI285703054
Job Type: Full-Time
Schedule: Overnight Shift (12:00 AM – 9:00 AM EST or 11:00 PM – 8:00 AM CST)
Work Arrangement: Hybrid (In-Office & Remote)
Weekend Requirement: Candidates must be available to work at least one day each weekend - either a Saturday or Sunday.
About Us
We are a leading multi-brand company in the water mitigation industry, providing fast, reliable support to customers during emergency situations. Our team plays a critical role in helping homeowners and businesses navigate stressful events with professionalism, urgency, and care.
Position Overview
We are seeking a dependable and detail-oriented Emergency Response Center Coordinator to support overnight inbound call operations and ensure customers receive timely, accurate assistance during emergency situations. This role is responsible for handling incoming service requests, gathering critical information, coordinating communication with service teams, and maintaining accurate records across multiple brands and workflows.
This position requires the ability to work overnight hours in a fast-paced environment while maintaining professionalism, urgency, and accuracy. The ideal candidate is calm under pressure, highly organized, and committed to delivering excellent customer service while following structured processes and procedures.
This is a hybrid role that combines both in-office and remote work based on business needs and scheduling requirements.
Key Responsibilities
Handle inbound calls from customers needing water mitigation and emergency servicesGather and document critical job information accurately and efficientlyRoute calls and job details to theappropriate serviceteamsFollow established scripts, workflows, and brand-specific proceduresMaintainaccuraterecords in CRM and communication systemsCoordinate communication between customers, technicians, and internal teamsMonitor active jobs andassistwith updates as neededEscalate urgent or unresolved issues to leadership when appropriateSupport departmental goals related to response times, service quality, and customer experienceMaintain professionalism and empathy during high-stress customer interactionsAssistwith administrative and operational tasks as assigned
Qualifications
1 years of call center, dispatch, customer service, or coordination experienceStrong verbal and written English communication skillsAbility to remain calm and professional in high-pressure situationsStrong attention to detail and ability to follow structured processesExcellent multitasking and organizational skillsReliable, punctual, and dependable work ethicComfortable using CRM systems and tools such as Microsoft Outlook, Teams, and RingCentralAbility to work overnight shifts consistentlyAbility to work a hybrid schedule consisting of both remote and in-office workAvailability to work at least oneday each weekendin accordance withthe needs of the business
Preferred Qualifications
Experience in water mitigation, restoration, or emergency servicesExperience supporting multiple brands, clients, or workflowsPrior dispatching or scheduling experienceBilingual communication skills are a plus
Benefits
Choice of 4 medical plans, including one $0-cost plan for employeesFSA medical and dependent spending accountHSA available with high-deductible planVision and dental insurance (multiple plan options available)Company-paid short-term and long-term disabilityCompany-paid life insurance401(k) with company matchingAdditionalbenefits including hospital, critical illness, and accident coveragePaid time off and company holidays
PI285703054