What are the responsibilities and job description for the Emergency Response (Fire) position at Thomasville Restoration?
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 an Emergency Response Concierge (ERC). 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.
Job Description
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.
ERCs respond to emergency notifications in real time, arriving promptly on-scene to guide property owners through their next steps. With empathy and confidence, they introduce Thomasville’s full range of recovery services — from board-ups and mitigation to reconstruction — and ensure every client feels supported, informed, and cared for from the very first moment.
Our Services
- Emergency Services – Board Up, Tarping
- Mitigation – Asbestos Abatement, Smoke & Fire Restoration, Mold Remediation, Water/Flood Mitigation
- Contents – Content Cleaning, Packout, Storage
- Reconstruction – Full Property Restoration
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
- Willing to travel throughout Wilmington, DE, Dover, and Chester Counties
- Motivated to grow within a leadership-driven, values-focused, and fast-growing company.
Your Impact
As an Emergency Response Concierge, 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
Job Type: Full-time
Pay: $70,000.00 - $80,000.00 per year
Application Question(s):
- Are you available to be on-call?
Experience:
- Door-to-door sales: 2 years (Required)
- Emergency response: 1 year (Required)
Work Location: On the road
Salary : $70,000 - $80,000