Emergency Intake and Dispatch Specialist (Inbound, Remote)

Remote | Full-Time | High-Intent Emergency Calls

About the Role

We are hiring Emergency Intake and Dispatch Specialists to manage inbound emergency home service calls across Canada. This is not a traditional customer service, call center, or casual appointment-setting role.

You will operate with a 911-style intake mindset, calm, authoritative, focused, and procedural. Callers may be stressed or urgent. Your responsibility is to take control of the call, collect critical information quickly, and ensure the situation is routed correctly and responsibly.

This role requires discipline, clear judgment, and the ability to perform under pressure.

What You Will Be Doing

• Handle inbound emergency and urgent service calls
• Prioritize true emergencies without disrupting emergency capacity
• Maintain calm, authoritative control of every call
• Keep conversations focused, structured, and efficient
• Collect accurate details such as location, access, and urgency
• Confirm that someone is on-site when required
• Identify condo or property manager responsibility when applicable
• Collect property manager contact information when needed
• Coordinate next steps with dispatch and service teams
• Log clear, accurate notes so any team member can continue the case
• End low-quality or invalid calls early and tag them appropriately

Call Types You Will Handle

• 80 percent true emergencies
• 15 percent urgent but non-emergency
• 5 percent non-emergency or exploratory

All calls are handled professionally. Emergency calls always take priority.

How You Are Expected to Communicate

• Calm, confident, and controlled
• Direct and authoritative
• Empathetic without over-apologizing
• Procedural, no small talk or filler
• You guide the call and clearly explain next steps

Ideal Backgrounds

We are looking for individuals comfortable taking control under pressure. Strong backgrounds include:

• Emergency dispatch
• Insurance or claims intake
• Medical triage
• Collections
• High-ticket inbound sales
• Military, law enforcement, or emergency services
• Structured appointment-setting roles

Outbound calling experience is strongly preferred.

This Role Is Not a Fit If You

• Enjoy chatting or filling silence
• Struggle to follow procedures exactly
• Need to be liked rather than respected
• Have difficulty using technology
• Have unreliable or slow internet
• Do not speak clear, professional English
• Prefer casual or conversational call styles

Technical Requirements (Mandatory)

• Reliable high-speed internet
• Clear call audio at all times
• Fully remote work capability
• Strong proficiency with CRMs and call systems

Poor call quality or unstable internet is an automatic disqualifier.

Compensation and Growth

• Competitive, base-heavy compensation
• Quality-based incentives, no quotas
• Performance and protocol matter more than volume

Growth opportunities include:

• Team Lead
• Dispatch Management
• Vendor Operations
• Training and Quality Assurance
• Revenue Operations

What Success Looks Like

• Calls remain focused and controlled
• Emergencies are handled accurately and responsibly
• Service teams trust your bookings
• Call quality remains consistently high
• Procedures are followed without deviation

Final Note

This role requires discipline, clarity, and authority. It is designed for professionals who perform best in structured, high-responsibility environments where decisions matter.

If you value precision, control, and meaningful impact, we encourage you to apply.