MASTER Emergency Response Coordinator (ERC)

Job Summary

ERC’s generate revenue opportunities by directly consulting with property owners impacted by fire, water damage . ERC’s cooperate with public emergency response agencies and private entities to enable effective implementation of recovery initiatives. They create and retain customer loyalty and preference by establishing a positive and trusting relationship with the customer. The ERC participates in restoration related community awareness events and programs. The ERC is on call 24/7 and reports directly to the general manager and/or franchise owner.

Core Competencies

Emergency Recovery Coordinators must possess strong interpersonal skills. Be able to build a strong rapport with the customer. Be comfortable entering highly charged and stressful situations. Proven ability to close sales and provide quality customer service. The ERC’s represent the franchise and the Paul Davis brand and give it a face. ERC’s need to possess the ability to turn an emotionally distraught customer into a satisfied one and leave the customer with a positive lasting impression. The ERC’s primary responsibilities are to be professional, compassionate, courteous, positive and informative. Effective ERC’s must also possess knowledge of restoration products and services. They are dynamic speakers and comfortable when interacting in both one-on-one and group settings. Stress tolerance, the ability to work under pressure and a combination of leadership and sales skills are necessary for job effectiveness.

Duties:

• Be familiar with assigned territory
• Responsible for educating the consumer on products or services and effectively articulate the use and need
• Monitors, interprets and responds to lead sources
• Responds to all generated leads and provides feedback to the GM and/or the franchise owner
• Provide emergency recovery kits and services to the impacted property owner
• Communicate services to effected property owner
• 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
• Marketing
• Achieve and remain current in required certifications
• Support franchisee and franchisor organizational mission, vision and value statement.

Skills and Qualifications:

Requirements: A high school diploma is required and an associate’s degree or equivalent certification in business administration or related field of study is preferred. Three professional references, computer literacy and proficiency with office productivity applications, such as Microsoft Word, Excel and PowerPoint, are required.

4 to 6 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.