Service Coordinator

Encore Fire Protection; Holyoke (MA); On-site; USD 55,000 - 75,000; Full time

Benefits offered by this job

Competitive salary

Purpose-driven work environment

Flexible dress code

People-focused culture

Tools for success

Health and wellness

Retirement planning

Life insurance

Job summary

Encore Fire Protection, the east coast's largest full-service fire protection company, is seeking a Service Coordinator to join our Operations team in Holyoke, MA. You will coordinate service schedules, optimize efficiency, and ensure a seamless experience for customers and technicians, with opportunities to advance into Project Management, Operations Management, Analysis, or Sales.

The role emphasizes organization, problem-solving, and effective communication as you support daily operations and

Qualifications

• College degree or two or more years of experience in customer service, project coordination, or facility services preferred.
• Willingness and ability to learn new technology; training provided for the ServiceTrade platform.
• Strong interpersonal and persuasive abilities.
• Customer-focused, professional approach to every interaction.
• Able to stay calm and organized when priorities shift.
• Confident working with technicians, customers, and internal teams to keep work moving.

Responsibilities

• Manage the service schedule for a specific geographic region, coordinating up to 10 technicians.
• Optimize daily productivity (revenue) by scheduling work based on technician skills and route efficiency.
• Hold technicians accountable for time and attendance policies while ensuring adherence to the service schedule.
• Identify opportunities for process improvements and assist with revisions to drive efficiency and enhance customer experience.
• Apply strong customer service skills to handle client interactions and resolve issues effectively.

Skills

Customer service

Project coordination

Facility services

Education

College degree

Tools

ServiceTrade

Job description

Who We Are

At Encore Fire Protection, we are proud to be the east coast's largest full-service fire protection company, serving over 90,000 customers from Maine to Louisiana. With a team of over 2,200 dedicated employees, we provide innovative, customized fire suppression, fire sprinkler, and fire alarm solutions that protect lives and properties every day.

Our goal is to deliver superior experience to those who trust us to safeguard what matters most. We are passionate about continuous growth, innovation, and maintaining a culture that thrives on success and commitment to safety. Our mission?To be the best fire protection company the industry has ever seen.

The Opportunity

The Service Coordinator plays a critical role on our Operations team. In this position, you’ll be at the center of daily operations—coordinating schedules, optimizing efficiency, and ensuring a seamless experience for both customers and technicians. If you love staying organized, enjoy problem-solving, and thrive in a dynamic environment, this role will keep you engaged and challenged every day.

It also offers a clear path for advancement into Project Management, Operations Management, Analysis, or Sales.

Key Responsibilities

• Manage the service schedule for a specific geographic region, coordinating up to 10 technicians.
• Optimize daily productivity (revenue) by scheduling work based on technician skills and route efficiency.
• Hold technicians accountable for time and attendance policies while ensuring adherence to the service schedule.
• Identify opportunities for process improvements and assist with revisions to drive efficiency and enhance customer experience.
• Apply strong customer service skills to handle client interactions and resolve issues effectively.

What You Bring to the Table

• College degree or Two or more years of experience in customer service, project coordination, or facility services preferred
• A willingness and ability to learn new technology—we use an industry-specific platform called ServiceTrade (training provided, but success comes from your initiative to develop your skills)
• Strong interpersonal and persuasive abilities
• A customer-focused, professional approach to every interaction
• A talent for staying calm and organized when priorities shift
• Confidence working with technicians, customers, and internal teams to keep work moving and expectations clear

What Makes You Stand Out

• Familiarity with local geography is a plus but not required.

Salary commensurate with experience with opportunity for a results-driven bonus based on personal output and effectiveness in role. Expected salary range between $55,000 - $75,000 per year.

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Beyond the Paycheck

At Encore, we’re all about creating a culture where success is celebrated. We recognize that our work makes people’s lives safer, and we reward those who contribute to our growth. Here’s what you can expect:

• Competitive Salary: Compensation commensurate with your experience, with the opportunity to earn performance-based bonuses tied to your personal effectiveness and contributions to the team.

• Purpose-Driven Work Environment: We believe in working smarter, not harder. You’ll be part of a culture that values results, and we empower our team to focus on impactful work.

• Flexible Dress Code: Upon joining, you’ll receive branded Encore swag, and we believe in dressing for the objective, not the occasion. Most days, you can enjoy a casual work environment, but we’ll dress up when the situation calls for it.

• People-Focused Culture: We know our greatest strength is our people. That’s why we’ve built a culture that encourages experimentation, learning, and improving together. You’ll have the space to share your ideas and help shape a company that is constantly growing.

• Tools for Success: Access to leading-edge web-based productivity tools.

• Health and Wellness: Comprehensive medical, dental, and vision coverage to keep you and your family healthy.

• Retirement Planning: Participation in our Fidelity 401(k) plan with a company match, helping you save for your future.

• Life Insurance: Company-paid life insurance policy of $50,000 to give you peace of mind.

EEO Statement

Encore Fire Protection is an Equal Opportunity Employer.

Encore Fire Protection is an E-Verify Employer.

As an EEO/AA employer, Encore Fire Protection considers applicants for employment without regard to, and does not discriminate based on gender, sex, sexual orientation, gender identity, national origin, age, race, protected veteran status, disability, or any other legally protected status.