Branch Operations Coordinator

About the role

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.

As a Branch Operations Coordinator, you are the operational backbone of your branch — owning the customer experience, dispatch, project administration, and office operations that keep it running every day. You report directly to your Branch Manager, who owns your coaching, performance, priorities, and accountability.

Responsibilities

The Branch Operations Coordinator will be responsible for a variety of tasks, including:

• Customer Experience: answering incoming calls and emails, responding to inquiries, collecting job details, and creating emergency service work orders
• Dispatch & Scheduling: scheduling and dispatching technicians, coordinating site inspections, optimizing daily routes, and adjusting schedules in real time
• Office Operations & Administrative Management: running phones, mail, filing, supplies, and office organization, helping manage vendor coordination and fleet administration
• Operational Support & Accountability: serving as the communication bridge between the field and the office, ensuring teams have all job details, and maintaining complete files in Albi
• Financial Administration: supporting billing, invoicing, and collections, processing insurance checks, mortgage packets, and lien releases
• CRM & Lead Management: entering every lead accurately, maintaining CRM data integrity, and supporting sales reporting
• Reporting & Data Accuracy: maintaining weekly operational and KPI reports, owning lead, Google Review, and job-status reporting

Company-Wide Responsibilities

Branch Operations Coordinators are part of a shared services team that supports every Merit location. While each coordinator is assigned to a home branch, they are expected to work as one team—answering calls, responding to emails, scheduling appointments, dispatching technicians, and supporting operational execution across the company to deliver a consistent customer experience.

Requirements

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.

• 2+ years in dispatch, office management, or administrative coordination (restoration, trade, or service preferred)
• Tech-comfortable: Albi, Sage, XactAnalysis, Adobe, Microsoft Office, scheduling and invoicing tools (or a fast learner)
• Strong organization and multitasking under a high volume of calls and changes
• Clear, professional communicator; customer-focused and team-oriented
• Organized but flexible; comfortable making sound decisions independently
• Reliable, Proactive, and detail-oriented

Benefits

• Health Care Plan (Medical, Dental & Vision)
• Retirement Plan (401k, IRA)
• Life Insurance (Basic, Voluntary & AD&D)
• Paid Time Off (Vacation, Sick & Public Holidays)
• Short Term & Long Term Disability
• Training & Development
• Company cell phone and laptop