Encore Fire Protection is a full-service fire protection company leading the industry across the Northeast, from Maine to Pennsylvania. Our continued growth and success have created a need for an Operations Specialist in our Holyoke, MA office. In this role, you’ll be the vital second layer between our customers and technicians, ensuring every job is completed with a commitment to “what we said we would do, how we said we would do it, and when we said we’d have it done.”

This role is essential in driving the smooth completion of our high-volume, fast-paced service schedule. It requires someone with a proactive mindset, motivated by tough deadlines, and dedicated to meeting long-term goals. If you’re someone who loves gathering all the information, figuring out how to put the pieces together, and solving problems independently, this role will be an exciting fit. At the same time, you’ll value building solid relationships with both customers and internal teams, understanding the big picture without losing focus on the important details. 

What You’ll Be Doing:

• Manage and oversee service delivery for a specific product line, ensuring each job meets our high standards.
• Review scopes of work and service contracts to verify accuracy, ensuring nothing is overlooked.
• Match billing with contract quotes, spotting even the smallest discrepancies to ensure billing accuracy.
• Investigate differences between the scope of work and billing, resolving issues quickly and professionally.
• Serve as the go-to contact for customers, keeping them informed on service updates and adjustments to invoices.
• Stay calm and focused during the end-of-month billing cycle, working efficiently with extended computer use.

What You'll Need to Succeed:

• College degree preferred, along with 2-3 years of professional office experience, ideally in a construction or service-based environment.
• Experience in a service business or scheduling position is a plus.
• Proficiency with technology (Microsoft Office) and an eagerness to learn more. We use ServiceTrade, an industry-specific program, and while training is provided, you’ll thrive with a proactive approach to mastering it.
• Ability to work under pressure, meet deadlines, and maintain a structured workflow in a high-volume environment.
• Independence and critical thinking to solve complex problems, with a collaborative mindset for building customer and internal relationships.

What We Offer: At Encore, we’re committed to building a culture where success thrives, and every team member feels the impact of the work they do. Here’s what you can expect:

• Competitive salary based on experience, plus a performance-based bonus.
• A results-driven mindset focused on working smarter, not harder.
• A flexible dress code—jeans on most days, suits when necessary. We also provide Encore gear for all new team members.
• A supportive environment with daily snacks, coffee, and a culture that encourages collaboration, innovation, and idea-sharing.
• Access to advanced web-based productivity tools.
• Professional growth opportunities, with a commitment to continuous development.
• Participation in a Fidelity 401(K) with employer match, medical, dental, and vision benefits through Blue Cross, and a company-paid life insurance policy of $50,000.

Encore Fire Protection is an Equal Opportunity Employer and 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.

#LI-EH1