* Salário: R$ 2.000 a R$ 5.000 por mês (estimado)
* O valor exibido é uma estimativa calculada com base em dados públicos e referências do mercado. Não garantimos que este seja o salário oferecido para esta vaga específica.
Área: Outros
Nível: Senior
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Emergency Operations Coordinator (Bilingual English)
Remote – Brazil
Supporting: New York | Vancouver | Toronto
Industry: Flood Restoration & HVAC Emergency Services
About Us
We are a fast-growing North American property services group operating multiple brands in:
- Emergency Flood Restoration
- HVAC & Mechanical Services
- Handyman & Building Repairs
We operate in major cities including New York, Vancouver, and Toronto, providing 24/7 emergency response services. Speed, precision, and professionalism are critical.
We are seeking a highly organized, English-fluent Emergency Operations Coordinator to manage inbound emergency calls and dispatch field technicians in real time.
This is an operational role, not a basic call center position.
Role Overview
You will be the first point of contact for emergency service calls across multiple cities.
Your responsibilities include:
- Answering inbound emergency calls (water damage, HVAC failure, urgent repairs)
- Collecting accurate incident details from customers
- Entering jobs into our CRM system immediately
- Dispatching technicians based on availability and priority
- Coordinating communication between clients and field teams
- Updating job status throughout the service cycle
- Following structured call scripts and emergency protocols
- Escalating high-risk or complex situations when necessary
You must remain calm under pressure and operate with speed and precision.
Key Responsibilities
Call Handling
- Answer inbound calls promptly
- Maintain a confident, professional tone
- Capture all required job information accurately
- Identify urgency level and prioritize correctly
System Management
- Enter jobs into CRM in real time
- Create accurate work orders
- Track technician availability
- Maintain clean and organized records
Dispatching
- Assign jobs based on geography and skillset
- Coordinate ETAs with customers
- Monitor active jobs until completion
Reporting
- Maintain daily call logs
- Track missed calls
- Monitor response time metrics
Requirements
- Fluent English (C1/C2 level; must sound natural and professional on phone)
- Strong written English
- Experience in dispatching, emergency services, or call center preferred
- Ability to work under pressure
- Strong multitasking ability
- Reliable high-speed internet
- Quiet professional home office setup
- Ability to work North American time zones (including evenings and some weekends)
Ideal Candidate
- Calm under stress
- Structured thinker
- Fast and accurate typist
- Assertive communicator
- Highly reliable
- Strong sense of accountability
Preferred:
- Experience in construction, HVAC, or restoration industries
- Experience working with North American clients
Compensation
- R$5,000 – R$8,000 per month
- Performance-based bonus potential
- Growth path into Operations Lead role
For candidates with strong dispatch or emergency operations experience, compensation may exceed this range.
If you would like, I can also draft:
- Screening questions
- A dispatch skills test
- A KPI and bonus structure
- An emergency call intake script tailored to flood restoration
- A structured SOP for overnight emergency operations
Given your growth targets across multiple cities, this role should be structured as operational control, not reception.
Job Types: Full-time, Part-time
Pay: R$3,000.00 - R$5,000.00 per month
Work Location: Remote