Emergency Services Coordinator

Paul Davis Restoration of Suburban Maryland/DC

3d•$58,000 - $64,500

About The Position

Beyond core coordinator duties, this role owns the heartbeat of our mitigation operations—scheduling appointments, dispatching crews, and keeping customers and field teams aligned in real time. You’ll follow a consistent daily process, but no two days look the same as priorities shift, emergencies pop up, and the schedule changes on the fly—all in close partnership with the Emergency Services Manager and field teams.

Requirements

Knowledge of Microsoft Office applications (Outlook, Word, Excel)
Customer Service Skills
Communication skills
Typing skills
Administration skills
Ability to learn and operate our primary operating systems: RMS, Xactimate, Luxor, Sage, Contractor Connection, ADP, SharePoint, and One Drive
Ability to create documents and invoices
Ability to answer and communicate with customers over the phone
Ability to work independently
Ability to coordinate multiple jobs within the same time frame
Stress Management and Composure
Maintain a level of confidentiality
High School Diploma or GED required
Customer Service experience
Three plus years’ experience in an Administrative position
Must be able to stay in a stationary position up to 100% of the time
Constantly operates a computer
Must be able to communicate and converse with customers over the phone
Occasionally will lift up to 10lbs
Ability to safely operate a company vehicle

Nice To Haves

Associate Degree Preferred
One or more years’ experience within the restoration industry or related industry

Responsibilities

Initiate outbound calls to customers upon job receipt to schedule initial mitigation appointments.
Provide clear expectations for arrival windows, access requirements, and customer preparation steps.
Send appointment reminders (day-before and/or morning-of) to reduce no-access visits.
Respond promptly to inbound customer calls and route issues to the appropriate team member.
Proactively reschedule appointments when requested by technicians, Project Managers, or homeowners.
Own and maintain the daily and near-term mitigation dispatch schedule.
Assign crews based on priority, availability, geography, skill needs, and equipment requirements.
Update schedules in real time for emergencies, constraints, cancellations, or access issues.
Coordinate labor, resources, and equipment to support on-time service and efficient deployment.
Manage the intake-to-dispatch workflow, including routing, confirmations, and readiness.
Confirm jobs are progressing on schedule and identify conflicts or service risks early.
Escalate urgent issues, delays, and constraints to the Mitigation Manager with recommended options.
Communicate dispatch updates to field crews (assignments, timing, changes, special instructions).
Communicate schedule changes and confirmations to customers to maintain service expectations.
Document all contact attempts, confirmations, reminders, and reschedules in RMS.
Update job notes in RMS to reflect communications, access details, and scheduling status.
Verify and maintain accurate customer/site information (contacts, access instructions, pets, lockbox codes, special conditions).
Track scheduling-related compliance requirements (e.g., required photos, moisture readings) and flag gaps for follow-up.
Support a calm, professional customer experience and assist with escalations by gathering facts and routing to the appropriate manager.
Provide scheduling/dispatch administrative support to the Mitigation Manager and Project Managers, and perform other duties as assigned.
All other duties as assigned