Emergency Service Coordinator (ESC)

Company: Merit Restorations
Location: Chesapeake
Posted on: February 14, 2026

Job Description:

Job Description Job Description 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 companywide. WHAT YOU WILL DO Core duties and responsibilities include the following. Other duties may be assigned. FIELD COORDINATION AND EMERGENCY RESPONSE 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 ESTIMATING AND DOCUMENTATION 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 TECHNICIAN TRAINING AND LEADERSHIP 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 EQUIPMENT AND RESOURCE READINESS 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 CUSTOMER COMMUNICATION & EXPERIENCE 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 STRATEGY, GROWTH & CROSS-DEPARTMENT SUPPORT 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 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 REQUIRED QUALIFICATIONS 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 WORK ENVIRONMENT & PHYSICAL DEMANDS This position requires frequent field work and may involve dirty, wet, or smoke-filled job sites. You must be physically capable of lifting up to 50 pounds, climbing ladders, using power tools, and working in confined or elevated spaces. PPE will be provided. You must be able to respond to urgent issues in real-time and occasionally work outside normal business hours. Benefits PAY & BENEFITS • Competitive base salary commission on approved estimates • Performance-based bonus opportunities • 401(k) with 4% company match • Health, dental, vision, and life insurance • Unlimited PTO • Company vehicle and fuel card • Company phone and tech equipment • Paid IICRC training and recertification

Keywords: Merit Restorations, Norfolk , Emergency Service Coordinator (ESC), Construction , Chesapeake, Virginia