Service Coordinator

About the role

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 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.

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.

Requirements

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).

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

Benefits

• Purpose‑driven work environment focused on results and impactful work.
• Flexible dress code – branded Encore swag provided; casual attire most days, dress up when needed.
• People‑focused culture that encourages experimentation, learning, and improvement; space to share ideas and help shape the company.
• Access to leading‑edge web‑based productivity tools.
• Comprehensive medical, dental, and vision coverage.
• Participation in a Fidelity 401(k) plan with company match.
• Company‑paid life insurance policy of $50,000.