Operations Specialist

Encore Fire Protection•Holyoke, MA

7d•$65,000 - $90,000

About The Position

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 you 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.

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

Nice To Haves

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

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.

Benefits

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.
Salary commensurate with experience with opportunity for a results-driven bonus based on personal output and effectiveness in role.
Expected salary range between $65,000-$90,000 per year.