Emergency Services Coordinator

Position: Emergency Services Coordinator (First Point of Contact Admin)

Location: Norwalk, CT

FLSA: Full-Time, non-exempt

Pay Range: $19.00 - $21.00, Hourly Pay Range

POSITION SUMMARY

SERVPRO of Stamford is seeking an energetic, highly organized, customer-focused Emergency Services Coordinator (First Point of Contact Admin) to serve as the vital initial touchpoint / first point of contact for all incoming customer inquiries, emergency service requests, and new restoration losses. This role is responsible for delivering exceptional customer experience, gathering complete loss information, creating new job leads in WorkCenter and DASH CRM, and coordinating scheduling of Project Managers and field crews.

ESSENTIAL DUTIES AND RESPONSIBILITIES

1. Answer all incoming calls professionally, courteously, and empathetically.

2. Serve as the first point of contact for homeowners, commercial clients, insurance carriers, agents, and referral partners.

3. Collect complete intake information including customer, property, insurance, and loss details.

4. Creating new job leads in WorkCenter and entering all job leads into DASH CRM accurately and immediately.

5. Coordinate scheduling of Project Managers and Field Crews.

6. Communicate response expectations and appointment times to customers.

7. Warm transfer calls to the appropriate personnel.

8. Maintain accurate electronic records and update information as received.

9. Provide daily intake summaries to Operations leadership.

10. Assist with general office administrative, HR, and operational support as assigned.

11. Support increased call volume during storm events and emergency situations.

CORE COMPETENCIES

1. Professional phone presence with exceptional customer service and empathy.

2. Ability to de-escalate upset or emotional customers during stressful property loss situations.

3. Strong decision-making skills to prioritize emergency service requests appropriately.

4. Ability to confidently manage multiple incoming calls while maintaining accuracy and professionalism.

5. Sense of urgency with outstanding responsiveness and follow-through.

6. Excellent active listening and communication skills.

7. Exceptional organization, multitasking, and attention to detail.

8. Ability to remain calm under pressure in a fast-paced emergency services environment.

9. Collaborative mindset with the ability to coordinate across Operations, Project Managers, Field Crews, and Office staff.

OTHER

1. Perform other administrative and operational duties as assigned by management.

QUALIFICATIONS

• 1–3 years of receptionist, switchboard, dispatcher, call center, or administrative experience.
• Strong Microsoft Office skills and ability to learn WorkCenter and DASH CRM
• Tech Savvy with the ability to learn new franchise specific software easily
• Attention to detail and problem-solving skills
• Excellent organizational, customer service, written and verbal communication skills.
• Patience and listening skills to respond appropriately and interact positively with customers
• Restoration, construction, insurance, or property management experience is a plus.
• Ability to work in a fast-paced, high-call-volume office.

EDUCATION

• High school diploma/GED; required
• Associate degree; preferred

COMPENSATION & BENEFITS

We offer competitive pay as well as comprehensive benefits. If you feel that you meet the above criteria and are intrigued by the opportunity to work for a dynamic, fast-paced company, please contact us.

BENEFITS:

• 401(k) with company match
• Health insurance
• PTO/Sick, Vacation Paid Time Off
• Holidays
• Professional development assistance

SCHEDULE

• Monday-Friday, 8:00 AM-5:00 PM, with overtime and participation in an after-hours dispatcher rotation as business needs require.
• You are also expected to attend all Servpro of Stamford staff meetings.

On-Call Dispatcher:

• As part of our 24-hour emergency services operation, employees are required to serve as an On-Call Dispatcher for one week per month or one week in 6 weeks, which is calendared in advance, covering after-hours shift.

Overtime Requirement:

We are a 24/7 Emergency Services business. You will occasionally be expected to work nights and weekends to assist our customers in their time of need during storms, cold weather, and other natural or man-made emergency situations.

WORKING ENVIRONMENT

Environment: This position will be in-office environment; Not Eligible for Hybrid or Remote.

Ability to commute:

• Norwalk, CT 06851:

Reliably commute or plan to relocate before starting work (Required).

Physical Demands: Work is performed in an office environment and requires the ability to operate standard office equipment and keyboards. Light work that includes moving objects up to 20 pounds may be required.

Please Note: Our office is pet-friendly, there are occasionally dogs present in and around our office!

Pay: $19.00 - $21.00 per hour

Benefits:

• 401(k)
• 401(k) matching
• Dental insurance
• Health insurance
• Paid time off
• Vision insurance

Application Question(s):

• Have you worked in a role where you handled a high volume of inbound calls from customers in stressful or emergency situations? If yes, please briefly describe your experience.
• This role requires answering multiple phone lines, gathering accurate information, and maintaining a calm, compassionate, and professional demeanor during emergencies. Please describe your experience managing multiple priorities while providing excellent customer service.
• This position offers an hourly pay range of $19–$21. Does this align with your compensation expectations?
• Our office responds to homeowners experiencing water, fire, mold, and storm damage - often one of the most stressful days of their lives. What makes you a good fit for helping customers during these situations?

Experience:

• Customer support: 2 years (Preferred)
• Appointment scheduling: 2 years (Preferred)

Ability to Commute:

• Norwalk, CT 06851 (Preferred)

Work Location: In person

Benefits:

Salary : $19 - $21