Emergency Response Center Team Lead

Job overview

The Emergency Response Center Team Lead role is onsite in Lenexa, KS, with compensation of $20–$25 per hour. HighGround is a multi-brand company in the water mitigation industry, and the role supports its emergency response center operations. The team lead handles customer calls while helping agents follow documented brand-specific processes and service standards. The role supports accurate call routing, real-time schedule guidance, issue escalation, onboarding, and departmental performance across multiple brands.

What you'll do

• Handle inbound calls from customers seeking water mitigation services
• gather and document job information and route calls and details to service teams
• serve as a point of contact for agents on brand questions
• reinforce scripts, workflows, and service expectations
• monitor schedule adherence using RingCentral Contact Center and provide real-time guidance
• assist with problem resolution and escalations
• maintain CRM and communication-system records
• support onboarding and ongoing training
• help the team meet departmental KPIs and brand expectations.

What we're looking for

Skills & competencies

emergency response

call center

team lead

water mitigation

inbound calls

call routing

crm

ringcentral

agent coaching

lenexa ks

highground

$20–$25/hour

Work arrangement

• Weekend coverage required

Benefits & perks

• Medical plan options, FSA, HSA availability with a high-deductible plan, vision and dental insurance, company-paid short- and long-term disability, company-paid life insurance, 401(k) with company matching, paid time off, and company holidays.

Why this role

Supports multiple brands with documented call flows and procedures; benefits include medical plan options, FSA, HSA availability, vision and dental insurance, company-paid disability and life insurance, 401(k) match, paid time off, and company holidays.

About the employer

HighGround is hiring for this role. Industry: Telephone Answering Services. Sector: 56.