Branch Operations Coordinator

Branch Operations Coordinator

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.

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 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.

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

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

Run phones, mail, filing, supplies, and office organization.

Help manage vendor coordination and fleet administration

Help 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.

Serve as the communication bridge between the field and the office.

Ensure teams have all job details, addresses, and customer notes (Albi)

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.

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.

Enter every lead accurately and maintain CRM data integrity.

Track referral sources, route opportunities, and support sales reporting.

Support marketing campaigns and maintain customer records.

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.

Execute dispatch, phone, CRM, documentation, and compliance standards.

Support SOPs, system rollouts, and process improvements.

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.

Every office reflects the Merit brand.

Branch Manger(s) stay informed

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.

In addition to branch responsibilities, each Branch Operations Coordinator will have clearly defined company-wide ownership areas. These responsibilities will be assigned individually and may include functions such as dispatch, ALBI administration, reporting, Google Reviews, TPA compliance, software administration, or other operational initiatives. Success in this role requires collaboration, flexibility, and a commitment to helping the entire company succeed—not just your assigned branch.

In practice: inbound calls ring at every location at once. The first to answer owns the call end to end—answer, book, schedule, and hand off with complete notes, regardless of which branch it is for.