Disaster Restoration Coordinator

ServiceMaster of Charleston | ServiceMaster Recovery on Demand • Full-time • North Charleston, SC, US • $22 - $24 / hour • 3w ago

The Disaster Restoration Coordinator plays a critical role in the daily execution of emergency and non-emergency restoration operations. This position is responsible for coordinating and managing technician schedules for 20–25 field staff, supporting customers during highly stressful situations, and acting as a central communication hub between technicians, project managers, office staff, and multiple branch locations.

This is a fast-paced, high-pressure role requiring strong organization, decisiveness, professionalism, and the ability to pivot quickly as conditions change. The Coordinator must balance customer needs, technician availability, job priorities, and operational demands in real time.

Scheduling & Dispatch Coordination

Manage daily scheduling and dispatch for 20–25 technicians across multiple job types (water, fire, mold, biohazard, reconstruction support).
Assign technicians based on skill set, certifications, job urgency, location, and workload.
Continuously adjust schedules due to emergency calls, job changes, weather, call-outs, or extended jobs.
Coordinate on-call rotations, after-hours dispatch, and emergency response coverage.
Track technician availability, job start/stop times, and job progress throughout the day.
Communicate schedule changes clearly and promptly to technicians and management.
Technician Support & Oversight
Serve as the primary point of contact for technicians in the field for scheduling, job questions, and coordination needs.
Ensure technicians have proper job information, addresses, contacts, and instructions prior to dispatch.
Escalate operational issues, delays, or performance concerns to Project Managers or Leadership as appropriate.
Monitor workload balance to prevent burnout while maintaining operational efficiency.
Support enforcement of company policies, attendance expectations, and professionalism standards.
Customer Communication & Support
Communicate directly with residential and commercial customers regarding scheduling, arrivals, delays, and next steps.
Provide calm, professional, and empathetic communication to customers during high-stress loss situations.
Answer inbound calls and respond to customer inquiries related to technician arrival times, job status, and general process questions.
Coordinate access, keys, special instructions, and site requirements with customers and property managers.
Escalate customer complaints or concerns to Project Managers or Management when needed.

Project Manager & Multi-Location Coordination

Work closely with multiple Project Managers to align technician schedules with job timelines and priorities.
Coordinate technician movement across multiple locations or branches as operational needs require.
Maintain constant communication with PMs regarding job progress, manpower needs, and scheduling conflicts.
Assist with job setup, work authorizations, and operational documentation as required.
Ensure accurate communication between office staff, field teams, and management.

Administrative & Operational Support

Update scheduling systems, job management software, and internal logs accurately and in real time.
Assist with job intake, work order creation, and initial job coordination.
Track and document schedule changes, call-outs, and operational notes.
Support payroll accuracy by ensuring technician time and assignments align with scheduled work.
Maintain confidentiality regarding employee and customer information.
Required Skills & Qualifications

Skills

Exceptional organizational and time-management skills
Strong multitasking ability in a fast-changing environment
Clear, confident, and professional communication (verbal and written)
Ability to remain calm, decisive, and solution-focused under pressure
Strong attention to detail and follow-through
Ability to manage competing priorities without constant direction
Customer-service mindset with professional boundaries
Team-oriented with the ability to work across departments and personalities

Qualifications

Experience in dispatching, scheduling, or coordination roles preferred
Prior experience in restoration, construction, emergency services, or service-based industries strongly preferred
Experience managing schedules for large field teams (15+ employees preferred)
Proficiency with job management software, scheduling tools, and standard office systems

Work Environment & Expectations

Fast-paced, deadline-driven environment with frequent interruptions
Regular interaction with stressed customers and field staff
May require flexibility with hours, including early mornings or after-hours support
Office-based with heavy phone and computer use
High accountability role with direct impact on operational success

Job Type: Full-time

Pay: $22.00 - $24.00 per hour

Expected hours: 40 – 50 per week

Benefits: