Emergency Response Coordinator
Company Background
Paul Davis Restoration, Inc. is a national franchise organization that provides property damage emergency services, restoration and reconstruction services for residential and commercial properties due to water, fire, mold, storm and other disasters. The Paul Davis Network is made up of more than 350 franchises and Company Owned Operations across the US and Canada. Since 1966, we have helped more than 2 million property owners restore their properties and lives. Paul Davis Restoration, Inc. is owned by First Service Corporation, a global leader in the rapidly growing real estate services sector. [More information about Paul Davis can be found at www.PaulDavis.com]
Position Summary
The Emergency Response Coordinator’s primary responsibility is to consult with property owners impacted by fire, water damage or other large-scale emergency events. This role will work closely with Emergency Response Agencies to enable effective implementation of property recovery initiatives. This role must have a desire to help others above all.
Essential Duties/Responsibilities
Responsible for responding to emergency property situations and all generated leads
Responsible for educating the consumer on products or services
Sell company services and products
Monitors and interprets lead sources (emergency notification systems)
Provide emergency recovery kits and services to impacted property owners
Establish and maintain working relationships with local emergency response agencies and local community
Establish and maintain working relationships with the customers/homeowners
Volunteer time and participate in community events
Build and maintain a database of customer information to include date of call, time of call, contact information, agency name and agency contact information
Track and complete a weekly log of job activity
Track all sales data in our main operating systems, RMS and PD Connect
Generate a weekly lead count, job count
Maintain company’s CRM
Work with PDRI and PDO Corporate staff on business development initiatives
Conduct market research and assist with lead generation
Assist business development team members and marketing team members with business development events and reports
Participate in staff meetings (Zoom and in person)
Attend company trainings and conferences
Live our company’s Values, Vision, Mission and 10 Serving Basics
Competency – Knowledge, Skills and Abilities:
Knowledge of restoration industry
Knowledge of Microsoft Office applications (Outlook, Word, Excel)
Knowledge of CRM systems
Customer Service Skills
Excellent Communication skills via email, phone, and face to face
Administration skills
Selling Skills and ability to close a sale
Interpersonal Skills
Ability to operate under extremely stressful conditions
Ability to be compassionate and empathetic towards customer base
Ability to communication our services thoroughly
Ability to be assertive
Ability to learn and operate our primary operating systems: RMS, PDConnect, SharePoint, and One Drive
Ability to create documents and reports
Ability to answer and communicate with customers over the phone, email, or face to face
Ability to work office equipment (fax, scanner, printer, phone system, computers)
Ability to work independently
Ability to operate a company vehicle safely
Maintain a level of confidentiality
Required Education and Experience
High School Diploma or GED required
Four plus years’ experience in the following areas (any combination): Restoration, Military, Fire Services, EMS, Police, Medical Responder, Dispatching of Emergency Responders, Construction, Insurance
Two plus years’ experience in an outside sales role or customer service role
Preferred Education and Experience
Associate Degree or bachelor’s Degree in Business or related field
Field Experience in Restoration Field