Emergency Response (Fire)

Thomasville Restoration • Full-time • Gaithersburg, MD, US • $70,000 - $80,000 / year • 1m ago

About Thomasville Restoration

Thomasville Restoration’s vision is to be the #1 restoration company in the Mid-Atlantic Region. To help achieve this goal and support our growth, we are adding an Emergency Response Concierge (ERC). This position offers a unique opportunity to support our mission of putting families’ homes and lives back together across the Mid-Atlantic while upholding our culture of Family First, Compassion, and Communication.

Job Description

Emergency Response Concierges (ERCs) — also known as Thomasville’s Rapid Response Team — are the first faces of reassurance for families and businesses in crisis. This role is not simply about selling a service; it’s about showing up when people need us most, providing clarity in chaos, and delivering the level of compassion and professionalism that makes Thomasville Restoration the most trusted name in the Mid-Atlantic.

ERCs respond to emergency notifications in real time, arriving promptly on-scene to guide property owners through their next steps. With empathy and confidence, they introduce Thomasville’s full range of recovery services — from board-ups and mitigation to reconstruction — and ensure every client feels supported, informed, and cared for from the very first moment.

Our Services

Emergency Services – Board Up, Tarping
Mitigation – Asbestos Abatement, Smoke & Fire Restoration, Mold Remediation, Water/Flood Mitigation
Contents – Content Cleaning, Packout, Storage
Reconstruction – Full Property Restoration

What You’ll Do

Be First on Scene – Arrive quickly at fire and property damage sites, serving as the immediate point of contact for affected homeowners and businesses.
Deliver the Thomasville Touch – Approach every situation with compassion, patience, and professionalism, instilling confidence that their home and family are in trusted hands.
Educate & Guide – Clearly explain Thomasville’s services and recovery process, answering questions and offering reassurance.
Facilitate Solutions – Secure service agreements for board-ups, mitigation, and restoration, ensuring clients’ urgent needs are prioritized.
Collaborate with First Responders – Build and maintain relationships with local fire departments, police, and community agencies to streamline emergency referrals and trust.
Document & Communicate – Accurately log call details, customer information, photos, and communications in DASH for seamless coordination with field and estimating teams.
Track Activity – Submit weekly reports of calls, responses, and outcomes to leadership.
Represent Thomasville – Uphold our brand values and reputation with every client interaction, demonstrating our core belief: Family First.

Who You Are

Must be able to respond 24/7 within the assigned geographic area on a rotating on-call shift.
Strong communication, interpersonal, and customer service skills with proven ability to act quickly and decisively under pressure
Warm, approachable, and aligned with Thomasville’s culture of Family First, Compassion, Communication, and Care.
Valid Driver’s License; IICRC certification strongly preferred
Willing to travel throughout Wilmington, DE, Dover, and Chester Counties
Motivated to grow within a leadership-driven, values-focused, and fast-growing company.

Your Impact

As an Emergency Response Concierge, you are often the very first face of Thomasville during a family or business’s most difficult moment. Your quick action, empathy, and professionalism ensure that property owners feel supported from the very beginning. By connecting them to our restoration services in real time, you help restore not only their property but also their peace of mind

Job Type: Full-time

Pay: $70,000.00 - $80,000.00 per year

Benefits: