Job Purpose: Emergency Recovery Managers are customer relations’ managers who handle customer accounts and provide guidance to the Paul Davis network, the franchise owner and the Emergency Response Coordinator on enhancing customer relationships. ERMs focus on quality, pricing and product differentiation based on their understanding of the customer environment, including customer influences, decision-makers and business challenges. They create and retain customer loyalty and preference by establishing rapport with the customer, planning and developing customer-focused programs, overseeing the resolution of customer concerns and facilitating the delivery of goods or services to the customer. ERMs oversee and train the Emergency Recovery Coordinators to generate franchise revenue opportunities through the ERCs direct consultation with homeowners impacted by various types of disasters. ERMs establish meaningful and long-term partnerships with local public and private entities to support operational goals.

Core Competencies

Core competencies required to perform the duties of an Emergency Recovery Manager include outstanding leadership, communication, interpersonal and customer service skills, as well as advanced knowledge of the practices and procedures for project management, sales, marketing and strategic planning. Effective ERMs also possess advanced knowledge of restoration products and services. They are dynamic public speakers and comfortable when interacting in both one-on-one and group settings, leading teams and liaising with different levels of management and outside agencies. Stress tolerance, the ability to work under pressure and a combination of leadership, management and customer-facing skills are necessary for job effectiveness.

Duties:

Establish and maintain positive relationships in the local community

Volunteer non-operational time to related community events

Conduct presentations to insurance agents, adjustors, local emergency response agencies and private partners promoting corporate responsibility of the Emergency Recovery initiative

On-call availability 24/7 to include weekends and holidays as scheduled

Be uniquely familiar with the entire local target market assigned by the franchise

Train and evaluate ERCs and dispatchers to monitor and interpret scanner calls by local emergency responders

Train and evaluate ERCs to appropriately respond to nationally generated leads

Provide communication and feedback to the IEC on all nationally generated leads

Conduct training to enhance customer service and community relations skills of the ERCs

Validate services and pricing are updated and accurate

Provide emergency recovery kits

Coordinate with vendors, public and private entities

Establish and maintain positive relationships in the local community

Volunteer non-operational time to related community events

On-call availability 24/7 to include weekends and holidays as scheduled

Sell restoration industry products and services

Achieve and remain current in required certifications

Support franchisee and franchisor organizational mission, vision and value statements by consistently meeting targeted milestones

Skills and Qualifications:

Requirements: A bachelor’s degree in business administration or a related field of study is preferred. Three professional references, computer literacy and proficiency with office productivity applications, such as Microsoft Word, Excel, PowerPoint, social media and Applications (Apps) are required.

6 to 8 years experience in any of the following or combination thereof:

Restoration ERC, Military, fire service, EMS, police, medical, dispatching, construction, insurance, restoration, sales and customer service.