Operations Specialist

At Encore Fire Protection, we are 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 a superior experience to those who trust us to safeguard what matters most.

About the role

As an Operations Specialist at Encore, you are the second layer between our customers and our technicians. Your role ensures we deliver exactly what we promised, exactly how and when we said we would. You will review scopes of work, support accurate billing, and connect the dots between contracts, work performed, and invoices. The pace is fast, and the volume is high, so you will need to be proactive, organized, and comfortable working toward tight deadlines. This role is a great fit for someone who likes to gather information, sort through the details, and figure out how the pieces fit together. You enjoy working independently but also value strong relationships with customers, technicians, and internal partners. You can see the bigger picture without losing track of the small details that make the work right.

Responsibilities

• Manage and oversee service delivery for an assigned product line or portfolio of work.
• Review scopes of work and service contracts to confirm accuracy before and after work is performed.
• Compare billing against contract quotes and identify even small differences or discrepancies.
• Investigate billing issues by checking work performed, documentation, and contract terms.
• Communicate with customers regarding invoice questions, adjustments, or clarifications.
• Coordinate with technicians, service managers, and office staff to ensure jobs are set up, documented, and billed correctly.
• Support end-of-month billing cycles, maintaining focus and composure while working at a computer for extended periods.
• Help maintain organized digital records so work, documentation, and billing are easy to trace and understand.

Requirements

• Bachelor’s degree in Business Administration, Operations Management, or related field.
• Two to three years of professional office experience, ideally in a construction, service-based, or operations-driven environment.
• Prior experience in a service business, scheduling, coordination, or operations support role.
• Comfort working with technology, including Microsoft Office tools such as Outlook, Excel, and Word.
• Interest in learning an industry-specific service platform such as ServiceTrade, with the initiative to develop advanced skills over time.
• Ability to work under pressure, manage competing deadlines, and stay organized during high-volume periods.
• Strong attention to detail when reviewing scopes, contracts, and billing information.
• Clear, professional communication skills, both written and verbal.

Skills

• Experience supporting field-based work in construction, facilities, or fire protection.
• Used Excel or similar tools to reconcile numbers, investigate discrepancies, or track work progress.
• Worked in a private equity-backed environment with defined KPIs, growth targets, and structured reporting.
• Known for catching small errors before they become bigger problems, especially during month-end billing cycles.

Pay

Expected salary range between $55,000 - $85,000 per year, with opportunity for a results-driven bonus based on personal output and effectiveness in role.

Benefits

• Competitive salary with performance-based bonuses.
• Purpose-driven work environment that values results and empowers the team to focus on impactful work.
• Flexible dress code with branded Encore swag; dress for the objective, not the occasion.
• People-focused culture that encourages experimentation, learning, and collaboration.
• Access to leading-edge web-based productivity tools.
• Comprehensive medical, dental, and vision coverage.
• Participation in our Fidelity 401(k) plan with a company match.
• Company-paid life insurance policy of $50,000.