Emergency Service Coordinator (ESC)

Merit Restorations•Chesapeake, VA

About The Position

Welcome to Merit Restorations, where we don’t just respond to emergencies—we lead people through them. Our team of experts specializes in mitigating and rebuilding properties damaged by fire, water, mold, storms, and other disasters. We partner with leading insurance carriers to handle everything from emergency cleanup to full reconstruction with speed, safety, and care. The Emergency Service Coordinator (ESC) is one of the most trusted technical leadership roles in our company. You provide real-time technical guidance to the field, write all mitigation estimates, ensure quality and compliance across multiple offices, and support the development and performance of our emergency services division. This role blends operational coordination, estimating mastery, and leadership presence. This is a high-impact role that blends field expertise, operational coordination, and estimating responsibility. You will report directly to the Branch Manager and will collaborate with executive leadership, estimators, and project managers companywide. WHO YOU ARE This is not a technician role. This is not just estimating. This is both. You are the standard-setter. You are the technical lead. You are the one who shows others. Highly Experienced – You’ve done the work and know what great looks like Organized & Process-Driven – You bring structure, detail, and reliability to chaotic situations Natural Leader – You earn respect through action, not titles Solutions-Oriented – You take pride in solving problems and supporting others Grounded & Coachable – You’re confident in your expertise but humble enough to grow

Requirements

5+ years in mitigation, remediation, or emergency services
IICRC WRT, ASD, and AMRT required; FSRT or CCT preferred
Expert in Xactimate, DASH, and MICA documentation platforms
Proven leader with a calm, solution-oriented approach
Strong communicator, coach, and standard-setter across all levels of the field
Organized, detail-driven, and consistent under pressure
Valid driver’s license with clean driving record
Willing and able to travel to multiple offices and respond after-hours if needed

Responsibilities

Respond to and coordinate emergency service calls across Merit offices
Serve as the first call for real-time field support, troubleshooting, and escalation
Guide and train techs through water, mold, smoke, and storm cleanup procedures
Direct board-ups, extractions, and containment setups as needed
Support and enforce IICRC standards, carrier program rules, and safety protocols
Write, scope, and submit all companywide mitigation estimates using Xactimate or related platforms
Upload estimates to required platforms (e.g., DASH, Fire & Ice, MICA) with accuracy and speed
Collaborate with team members to ensure documentation supports claim approval and profitability
Follow up with carriers or TPAs as needed to resolve estimate issues or revisions
Train new hires and field techs on all emergency service protocols and systems
Serve as the escalation point for real-time field questions and technical challenges
Conduct periodic field audits to ensure quality, safety, and procedural compliance
Foster accountability and professionalism across the emergency response team
Review and approve timecards for mitigation
Coach Lead Techs and hold the team accountable to daily field standards
Oversee equipment deployment and weekly readiness checks (dehumidifiers, extractors, air movers)
Monitor vehicle readiness and restocking protocols
Track material usage and coordinate with purchasing/admin teams for supplies
Supervise Mitigation Technicians and subcontractors on-site to ensure performance, safety, and cleanliness
Ensure jobsite cleanliness, orderliness, and material readiness always
Review and approve timecards for mitigation staff
Serve as a lead point of contact with customers on complex or escalated jobs
Ensure appropriate paperwork is completed and signed (e.g., work authorizations, drying logs)
Maintain timely communication with clients, carriers, and team members throughout emergency service phases
Monitor job progress and ensure emergency service close-outs are timely and complete
Support leadership in scaling emergency service operations as new offices launch
Participate in weekly leadership meetings and contribute to company growth initiatives
Assist with recruiting, vetting, and onboarding new emergency response techs as needed
Establish and maintain relationships with local emergency response agencies and communities
Uphold and model company dress code, morale, professionalism, and values always