Emergency Service Project Manager - Lynchburg Office

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.

The Emergency Service Project Manager , working directly with the Branch Manager, directs mitigation technicians and subcontractors in the remediation of damaged property whether from a water loss, a fire loss, or one of the covered perils payable by insurance companies or so instructed. The Emergency Service Project Manager will be one of the first on the scene and must be ready to assist the owner/insured in the emergency services to protect any property from further damage. The Emergency Service Project Manager will make sure the property is being remediated properly during the remediation process and assists in organizing the work project and coordinating the various complex aspects of the emergency service (ES) portion of the restoration process. The ESPM will make every effort to drive production, assist in quality control, assist in equipment setting and monitoring, and ensure work protocols and procedures are met and completed. The Emergency Service Project Manager is responsible for getting accurate sketches and moisture readings during the claim process and sending this information to the ES Estimator/Emergency Service Coordinator on time. The Emergency Service Project Manager will assist in obtaining a signed Emergency Service Authorization for work as well as a signed Authorization for work for repairs. At the completion of each project the Emergency Service Project Manager will assist in obtaining the Certificate of Satisfaction (COS) and a positive survey.

ESSENTIAL DUTIES AND RESPONSIBILITIES:

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

• It is your responsibility to deliver an experience of extraordinary care while serving people in their time of need.
• Ensuring the team’s performance in tarping, board up, water mitigation, mold remediation and cleaning services in accordance with our company guidelines.
• Responsible for following the carrier specific mitigation guidelines for each assignment.
• Responsible for contacting customers and updating control points per carrier guidelines.
• Responsible for utilizing the appropriate mitigation software for each assignment.
• Responsible for writing/scoping, and uploading estimates for Mitigation and/ES tarps and board ups - Getting accurate sketches and moisture readings during the claim process and sending this information to the ES Estimator/Emergency Service Coordinator on time
• Oversee timecard/time sheet of ES/MIT personnel on your projects
• Assists in ensuring all paperwork is completed from start to finish (all information needs to successfully enter MICA, and Fire & Ice-as requested)
• Assist with delivering, setting up and removing water mitigation equipment
• Communicate daily with the Branch Manager, updating on the project status and notifying of any changes and/or discrepancies. May also be required to communicate regularly with Director of LL, Project Managers, Estimators, and Office Coordinator.
• Work alongside and supervise Mitigation Technicians, Employees, and Subcontractors on site. Ensure jobsite cleanliness at the end of each day. Make sure all materials are delivered and personnel working on job site have enough material.
• If assigned a vehicle, fills up with gas as needed including a full tank of gas every Friday afternoon in preparation for potential emergency calls on weekend. You will make sure your teams are doing the same
• Maintain projects in neat and orderly fashion and coach your teams on how to do the same
• Follows proper demolition/construction guidelines and helps ensure guidelines are followed by all employees and sub-contractors, purchase orders are issues as required and all procedures followed. Reports any work method problems to Branch manager and assists in documenting the fact if needed
• Respect the customer. Assist in ensuring that all employees and subcontractors do not use any of the customers belongings including equipment and tools, phone, or cleaning supplies. Do not smoke in customer homes and do not play loud and offensive music.
• Be a customer liaison. Speak knowledgeably and honestly with the customer. Make sure when a commitment is made something that we fulfill it or at least notify the customer as to the delay.
• Ensure crews are on schedule for customer appointments and alert customers ASAP with any schedule changes. Additionally, call ahead to customers 30 minutes prior to arrival.
• Solves problems within his/her authority and when necessary, works with other employees to accomplish needed tasks.
• Makes quick, accurate decisions when necessary and takes responsibility for decisions.
• Monitors work for timely completion and quality control, as we are all part of quality control.
• Maintains a high degree of integrity and loyalty toward the company and all levels of management.
• Accomplishes any other tasks as required by Branch Manager.
• Establish and maintain working relationships with local emergency response agencies and local community
• Provide emergency recovery kits and services to impacted property owners
• Workability to be able to use pneumatic nailers, power tools, hammers, saw and drills

Requirements

• In-depth understanding of the company and its position in the industry.

• Ability to work and produce in a high-pressure and competitive environment.

• Confident to speak candidly, assume roles and tasks, and then report back on what happened as well as its impact.
• Able to make professional decisions in a fast-paced environment and own the results.
• Goal-oriented and organized leadership.
• Able to multitask, prioritize, and manage time effectively.
• Self-motivated and self-directed.
• Excellent verbal and written communication skills.
• Capable in both a leadership and team-player role.
• Working knowledge of various computer programs (experience with Xactimate preferred but not required); proficient in Microsoft Office Suite.
• Excellent analytical and time-management skills with good interpersonal skills.
• Valid driver's license and reliable transportation required.
• Ability to work in a fast-paced environment and remain calm under pressure.

WORK ENVIRONMENT & PHYSICAL DEMANDS

• Work environments can vary depending on the type of loss. Generally, environments may be dirty, dusty, damp, wet, or smoke-filled. Some positions involve trauma/biohazard cleanup. Appropriate personal protective equipment is provided in hazardous environments.
• The noise level in the work environment is usually moderate.
• The employee is regularly required to visit project sites that have incurred catastrophic events from fire, water, and storm damage, and could require accessing roofs — carrying up to a 40' ladder and setting it up at the roofline of the associated property.
• Manual dexterity needed to perform tasks as well as the ability to lift goods (up to 50 pounds) or materials with or without assistance per OSHA guidelines. Lifting, bending, stretching, climbing stairs, and crawling are common activities associated with this position.
• Workability to use pneumatic nailers, power tools, hammers, saws, and drills.

Benefits

• 401(k)
• 401(k) matching
• Dental insurance
• Health insurance
• Life insurance
• Vision insurance
• Company Vehicle
• Unlimited PTO