Rapid Response Concierge

Thomasville Restoration • Philadelphia, PA

3d

About The Position

Thomasville Restoration is adding a Rapid Responder to support its growth and its mission of helping families and businesses recover across the Mid-Atlantic. Emergency Response Concierges (ERCs), also known as Thomasville’s Rapid Response Team, are the first point of reassurance for families and businesses facing property damage. The role combines compassionate customer support with clear guidance through Thomasville’s services and recovery process.

The Rapid Response Concierge arrives at fire and property damage sites, helps affected property owners understand available services, facilitates service agreements for board-ups, mitigation, and restoration, and coordinates with first responders and internal teams. The position requires availability to respond 24/7 within an assigned geographic area on a rotating on-call shift.

Requirements

• Ability to respond 24/7 within the assigned geographic area on a rotating on-call shift.
• Strong communication, interpersonal, and customer service skills.
• Proven ability to act quickly and decisively under pressure.
• Valid driver’s license.

Nice To Haves

• IICRC certification.
• Motivation to grow within a leadership-driven, values-focused, and fast-growing company.

Responsibilities

• Arrive quickly at fire and property damage sites and serve as the immediate point of contact for affected homeowners and businesses.
• Respond with compassion, patience, and professionalism to help clients feel confident that their home and family are in trusted hands.
• Explain Thomasville’s services and recovery process, answer questions, and provide reassurance.
• Secure service agreements for board-ups, mitigation, and restoration, prioritizing clients’ urgent needs.
• Build and maintain relationships with local fire departments, police, and community agencies to support emergency referrals and trust.
• Log call details, customer information, photos, and communications in DASH for coordination with field and estimating teams.
• Submit weekly reports of calls, responses, and outcomes to leadership.
• Represent Thomasville’s brand values and reputation in every client interaction, including its core belief of Family First.

What This Job Offers

• Job Type: Full-time
• Education Level: No Education Listed