Job Description

Welcome 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 & RESPONSIBILITIES

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

Emergency Response Sales & Client Engagement

• Respond 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 Conversion

• Convert 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 Coordination

• Build 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 Coordination

• Ensure 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 DIFFERENT

This 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 + Team Support: You own your territory and outcomes, backed by a strong operations and leadership team.
• Mission-First Culture: We value ownership, grit, integrity, and growth—personally and professionally.

This role is for someone who leads with heart, operates with discipline, and closes with confidence.

Requirements

QUALIFICATIONS

To perform this job successfully, an individual must be able to perform each essential duty satisfactorily. The requirements listed below are representative of the knowledge, skill, and/or ability required.

Experience & Technical

• Prior experience in restoration, construction, insurance, or outside sales preferred.
• Proven ability to perform in fast-paced, high-pressure environments.
• Strong verbal and written communication skills.
• Comfortable gathering, documenting, and relaying critical information to adjusters, Project Managers, and clients.
• Willingness to learn the restoration industry quickly if not already experienced.

Character & Competencies

• Compassionate and emotionally intelligent—you know how to connect with people in crisis.
• Calm, focused, and decisive under pressure.
• Confident presenting value and asking for commitment.
• Accountable—you own your numbers, follow through, and communicate clearly.
• Energetic, driven, and comfortable working independently in the field.
• Self-motivated, disciplined, and results-driven, with strong organizational skills and excellent follow-through.
• Solid decision-making skills with the ability to own outcomes.

Licensing & Physical Requirements

• Availability for 24/7/365 emergency response.
• Valid driver’s license with a clean driving record.
• Physically capable of operating in the field, including lifting up to 25 lbs and exposure to weather, debris, and active loss environments.
• Able to access damaged structures when required.

TRAVEL + SHIFT EXPECTATIONS

• This is a field-based, on-call emergency response role.
• Evening, weekend, overnight, and holiday availability is required.
• You will cover emergency leads within your assigned region and support team coverage as needed.
• Primary coverage region includes Northern Virginia and West Virginia.

Benefits

• 401(k) - match up to 4%

• Dental insurance
• Health insurance (medical coverage details provided during initial interviews and onboarding)
• Life insurance
• Vision insurance
• Flexible PTO
• Company Vehicle and Fuel Card
• Company Phone (and all other necessary IT equipment)