Emergency Service Coordinator; ESC

EMERGENCY SERVICE COORDINATOR

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 company wide.

Core duties and responsibilities include the following. Other duties may be assigned.

• 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 company wide 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

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…