Associate ERS Operator

This position is posted by Jobgether on behalf of a partner company. We are currently looking for an Associate ERS Operator in Canada.

This role is at the frontline of 24/7 emergency response operations, providing critical support to clients across industries such as manufacturing, pharmaceuticals, chemicals, and food & beverage. Working in a fully remote and shift-based environment, you will be the first point of contact for emergency and non-emergency incidents, ensuring rapid triage and accurate coordination of response actions. You will operate in a high-responsibility setting where calm decision-making and clear communication directly impact safety outcomes. The position involves managing multi-line communications, supporting emergency protocols, and ensuring regulatory compliance in incident reporting. You will collaborate with internal teams to continuously improve response quality and operational efficiency. This is a fast-paced, mission-driven role suited for individuals who thrive under pressure and value meaningful, real-world impact.

You will manage emergency and non-emergency communications while ensuring accurate triage, documentation, and coordination of incident response in alignment with client protocols and safety standards.

• Answer and triage incoming emergency and non-emergency calls through a multi-line 24/7 emergency response system.
• Assess critical situations calmly and accurately, ensuring appropriate escalation and coordination of emergency support services.
• Facilitate conference calls involving multiple stakeholders, including translation services when required, to support emergency response.
• Provide first-aid guidance and reference safety procedures based on SDS and emergency response documentation during live incidents.
• Complete detailed incident reports and ensure timely notifications to clients, regulatory bodies, and other stakeholders.
• Coordinate dispatch activities based on client instructions and contractual requirements.
• Support SDS (Safety Data Sheet) retrieval, indexing, and data entry, while assisting manufacturers and vendors in improving documentation availability.
• Contribute to continuous improvement initiatives by identifying process inefficiencies and supporting quality assurance enhancements within the ERS function.

Requirements

This position requires strong call-handling experience, the ability to stay composed in high-pressure situations, and a customer-focused mindset with solid technical and administrative skills.

• High school diploma or equivalent required.
• 3+ years of call center or customer support experience in a high-volume environment.
• Ability to remain calm, focused, and decisive in emergency or high-stress situations.
• Strong communication skills with the ability to de-escalate situations and provide clear instructions.
• Proficiency in MS Office (Outlook, Word, Excel, PowerPoint) and modern web browsers.
• Flexibility to work rotating shifts, including nights, weekends, and holidays on a 4x10 schedule.
• Strong attention to detail with accurate documentation and reporting abilities.
• Ability to adapt quickly, solve problems, and follow structured emergency protocols.
• Preferred: Experience with Salesforce or similar CRM tools, familiarity with EHS concepts, and basic data analysis skills.

Benefits

• Competitive hourly compensation ranging from $20 to $26, with eligibility for overtime pay.
• Comprehensive benefits package including health coverage and employee support programs.
• Fully remote work environment with structured shift flexibility across days, evenings, and overnight schedules.
• Overtime opportunities and rotating schedules supporting work-life balance preferences.
• Exposure to mission-critical emergency response operations serving global organizations.
• Opportunities to contribute to process improvement and operational development initiatives.
• Inclusive and equitable workplace committed to diversity and accessibility.