Dispatcher/Scheduler

Encore Fire Protection • Holyoke, MA

2d • $48,000 - $50,000

About The Position

The Dispatcher/Scheduler 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 a Service Coordinator.

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)
• 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

Nice To Haves

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

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.
• Prepare, submit, and track permit applications and supporting documentation for fire protection projects.
• Apply strong customer service skills to handle client interactions and resolve issues effectively.

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.

What This Job Offers

• Job Type: Full-time
• Career Level: Entry Level