Emergency Response Coordinator Lead

CUC Corporate Brand•Port Saint Lucie, FL

1d•Onsite

About The Position

The Lead Emergency Response Coordinator is responsible for handling emergency calls related to natural gas incidents and leading a team of individuals within the emergency response team to the swift and safe resolution of issues. This lead role requires quick decision-making, clear communication, and efficient coordination with internal employees and external emergency response teams to ensure the safety and well-being of customers and the community.

Requirements

High school diploma required
3 years of work-related experience consisting of dispatching, customer service, field work in the utility industry, or emergency response in a related field.
Standard Driver's License
Knowledgeable of safety rules, regulations and procedures
Knowledge of natural gas systems and safety procedures
Basic principles of natural gas/electric utility service
Knowledgeable of industry standards and regulations, inclusive of safety protocols
Knowledgeable of natural gas/electric utilities emergency procedures
Must be proficient in the use of standard Microsoft Office business software (Microsoft Word, Excel, PowerPoint, Windows and SAP).
High level of concise and clear communication, excellent oral and written communication skills.
Ability to handle stressful situations and manage multiple tasks simultaneously.
Ability to remain calm and make quick decisions under pressure.
Ability to work independently as well as in a diverse work group/environment.
Ability to manage others.
Ability to pass critical assessment to perform this type of work.

Nice To Haves

Associate degree in Emergency management
3 year of direct experience in the natural gas or electric utility industry.

Responsibilities

Answers and responds to gas and electric emergency calls within the CUC regulated business in a calm and professional manner.
Quickly gathers essential information including customer name, contact details, location of emergency and nature of the incident.
Provides immediate safety instructions to callers, such as evacuation procedures and avoiding potential ignition sources.
Notifies internal operational teams with detailed information about the incident.
Coordinates with external emergency services such as fire departments, police, and medical services as needed.
Accurately documents all details of the emergency call, including time, caller information, nature of the emergency, and actions taken.
Prepare detailed reports on each incident for internal review and regulatory compliance.
Conducts follow-up calls to ensure the situation is under control and to provide additional support to affected customers.
Provides reassurance and support to callers, maintaining a compassionate and professional demeanor.
Participates in debrief sessions to review the handling of the emergency and identify areas for improvement.
Provides feedback to help enhance future emergency response protocols and training programs.
Manages the planning, assigning, reviewing, and coordination of the daily activities of staff.
Assists in the training and development of new or less experienced staff.
Identifies and takes ownership of issues leading the team to the resolution of difficult situations.
Adherence to regulatory requirements around emergency response expectations.
Coordinates unit work and projects, provides direction and senior technical assistance to staff.
Dispatches Emergency work to Field Personnel after hours through the SAP Dispatching platform.
Assists with administrative work such as customer requested move ins or move outs after hours.
Manages the Emergency Response Team staff work schedule.