Branch Operations Coordinator

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.

Teamwork

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. While assigned to your branch, this role also carries company-wide responsibilities — executing Merit's standards for dispatch, customer communication, CRM, reporting, documentation, and compliance so every location operates as one.

Customer Experience

• Answer incoming calls and emails professionally and promptly; respond to all inquiries
• Collect job details and create emergency service work orders (schedule in Albi)
• Own the Google Review process; serve as a secondary contact for homeowners
• Handle basic customer concerns and escalate issues to the Branch Manager and/or VP of Branch Operations when needed

Dispatch & Scheduling

• Schedule and dispatch technicians for emergency service calls, and coordinate site inspections
• Optimize daily routes to reduce downtime and improve response time
• Adjust schedules in real time as jobs run long or emergencies arise
• Confirm appointments with customers and provide arrival windows
• Track technician/crew status throughout the day
• Ensure every opportunity is assigned, tracked, and never dropped
• Help constantly improve and build dispatch procedures and system

Office Operations & Administrative Management

• Run phones, mail, filing, supplies, and office organization
• Manage vendor coordination and fleet administration
• Manage licensing, insurance, and permitting as needed
• Ensure paperwork is complete and saved in the appropriate location
• Provide administrative support to the Branch Manager and field team

Operational Support & Accountability

• Serve as the communication bridge between the field and the office
• Create jobs and maintain complete files in Albi; keep documentation accurate
• Process authorizations, waivers, and change orders via Albi
• Support permits, TPA documentation, compliance, and job closeout

Financial Administration Support

• Support billing, invoicing, and collections (including TPA billing via Contractor Connection)
• Process insurance checks, mortgage packets, and lien releases
• Track deductibles and subcontractor invoices; keep job financials clean in Sage CRM & Lead Management
• Support marketing campaigns and maintain customer records

Reporting & Data Accuracy

• Maintain weekly operational and KPI reports (POMS, Job Track, Daily Xact, Alacrity)
• Own lead, Google Review, and job-status reporting
• Keep dashboards and administrative metrics accurate

Company Standards

• Execute dispatch, phone, CRM, documentation, and compliance standards
• Support SOPs, system rollouts, and process improvements

Success

Success looks like: Every customer feels informed, every lead is captured, every technician knows where to go, every project is organized, Albi is updated, every document is complete, every phone call is answered professionally, and the office reflects the Merit brand. Branch Managers stay informed.

Requirements

• 2+ years in dispatch, office management, or administrative coordination (restoration, trade, or service preferred)
• Tech-comfortable: Albi, Sage, Xact
• Analysis, 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
• Company cell phone and laptop