Overview

Job DescriptionJob DescriptionWelcome to Merit Restorations.We specialize in mitigating and rebuilding residential and commercial properties damaged by fire, water, storms, and other disasters. We partner with leading insurance carriers and handle everything from emergency cleanup to complete rebuilds, with a focus on safety, integrity, and advocacy. As entrepreneurs, we take full ownership of the work we do and the families we serve. At Merit, our purpose is simple and non-negotiable: we work together as a team so we can change lives. Teamwork is the foundation of everything we do-because teamwork creates impact, and impact changes lives. We exist to help people, and the only way we do that at the highest level is by moving as one team, aligned in mission, values, and execution. Why we exist. We exist for two families. The families we serve and the families inside this company. When we work together and serve our clients at the highest level, both families win.As an Emergency Response Coordinator (ERC) for Merit Restorations, you are the first face of Merit in moments that matter most. You arrive on scene during emergencies, earn trust under pressure, and guide property owners through their first step toward recovery-while confidently securing emergency service agreements that launch the restoration process.This is a field-based, high-impact sales role for someone who thrives in urgency, leads with empathy, and takes ownership of results. This position operates remotely in the field, responding on-scene throughout Northern Virginia and West Virginia, with 24/7 emergency availability.ESSENTIAL DUTIES & RESPONSIBILITIESCore duties and responsibilities include the following. Other duties may be assigned. Emergency Response Sales & Client EngagementRespond immediately to fire, water, mold, storm, and catastrophic property losses.Assess damage on site and clearly present Merit's emergency mitigation and restoration services.Lead distressed property owners through next steps with clarity, confidence, and compassion.Secure signed work authorizations and contracts in high-pressure, emotionally charged situations.Educate customers on the insurance process while positioning Merit as their trusted partner.Field Sales Execution & Lead ConversionConvert emergency leads into signed jobs through professional on-scene sales execution.Track close rates, signed agreements, and pipeline activity to drive personal performance.Document all site visits, photos, notes, and customer interactions accurately in CRM systems (HubSpot, DASH).Partner, Agency & Community CoordinationBuild and maintain strong working relationships with first responders, plumbers and emergency trades, property managers, and insurance adjusters.Serve as Merit's primary on-scene representative for property owners and industry partners.Participate in community outreach, relationship-building, and visibility efforts to expand referral networks.Job Handoff & Internal CoordinationEnsure clean, complete handoff of signed jobs to Project Managers and mitigation teams.Coordinate dispatch and coverage with other ERCs as needed to maintain 24/7 response.Communicate clearly and consistently to ensure a seamless transition from sales to production.Emergency Support (When Needed)Perform or assist with basic emergency services such as board-ups when required.Safely operate in active loss environments, including damaged or hazardous conditions.WHAT MAKES THIS ROLE DIFFERENTThis is not a desk job. This is not a clock-in, clock-out role. You will be in the field-often nights, weekends, and holidays-helping people when they are overwhelmed and unsure of what to do next.Purpose-Driven Work: You show up in moments that matter and help people take their first step toward recovery.High-Energy Environment: No two days are the same. You move fast, think clearly, and lead with urgency.Performance-Based Opportunity: Compensation is tied to results, with real upside for driven performers.Autonomy + Tea