Emergency Support Specialist

About the role

Join REI’s brand‑new Co‑op Emergency Coordination Center (CECC) to support public safety and emergency management across the organization. You will act as the first point of contact for emergencies, gather critical information, and help coordinate response and recovery efforts while monitoring intelligence sources.

Key responsibilities

• Respond to emergencies reported via phone, email, or chat, assess severity, and initiate appropriate actions.
• Interview callers, provide safety guidance, and lead initial mitigation steps.
• Monitor news, social media and other intelligence sources to identify and communicate emerging risks.
• Recommend proactive solutions to mitigate threats such as civil unrest, severe weather, or infrastructure issues.
• Use tools like Everbridge and ServiceNow to trigger notifications and document response actions.
• Support Business Continuity by supplying intelligence and documentation for decision‑making.
• Maintain up‑to‑date knowledge of emergency response procedures for stores, distribution centers, and headquarters.

Required profile

• Strong desire to deliver exceptional service in high‑stress, emergent situations.
• Ability to work any shift, including weekends, holidays, and on‑call rotations.
• Excellent verbal and written communication skills for rapid information gathering and distillation.
• Proven ability to remain calm, exercise sound judgment, and perform under pressure.
• Reliable home workspace with high‑speed broadband internet.

Required skills

• Experience with Avaya telephony systems.
• Proficiency using Everbridge emergency notification platform.
• Familiarity with ServiceNow incident management tools.
• Competence with Microsoft Teams or equivalent collaboration tools.
• Knowledge of Service Channel or similar service‑request platforms.