Fire Operations Support Coordinator
Acting as the department’s administrative backbone, you’ll support exceptional experiences for customers and internal teams.
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Position Details
As our Fire Operations Support Coordinator, you play an integral role in keeping our Fire Safety and Fire Customer Service team organized, responsive, and customer focused. Acting as the administrative backbone of the department, you'll help deliver an exceptional experience for both our customers and internal teams.
Working closely with our Fire Safety, Sales, Operations, and our Customer Service department, you'll support keeping projects on track, maintain accurate documentation, support deficiency follow-up, and proactively identify opportunities to improve efficiency. Your strong organizational skills, attention to detail, and collaborative approach will contribute to operational excellence and support our commitment to creating "Customers for Life."
As a trusted member of the team, you'll also provide administrative support across the business as needed, demonstrating flexibility, initiative, and a willingness to step in wherever you can make the greatest impact!
Compensation: Starting at $24.00/hour.
Please note: This position is based in our Richmond office and the regular schedule is Monday to Friday, 8:00 a.m. to 4:30 p.m. Following the successful completion of training and the probationary period, there may be an opportunity for a hybrid work arrangement of up to two remote workdays per week, subject to business needs and manager approval.
Incentives
- Stability & Growth: Join an industry that never stops. Fire and security services are essential to protecting people, property, and businesses, creating consistent demand and long-term career stability. With strong year-over-year growth and exciting expansion plans ahead, now is a great team to join us!
- Comprehensive Benefits Package: Enjoy extended health and dental coverage, RRSP matching, a monthly profit-sharing bonus, and access to our Employee & Family Assistance Program.
- Career Development: We’re passionate about your growth. Take advantage of paid internal and external training, plus continuous learning opportunities to grow your career within the organization.
- Vibrant Team Culture: We know how to have fun— It’s part of our DNA! From team outings and pub nights to virtual game sessions, spirit weeks, and community volunteer events. You’ll feel connected, supported, and celebrated.
- Make a Real Impact: Your voice matters here. We love seeing team members bring forward ideas and watch them come to life. You’ll be empowered to make meaningful contributions every day.
- Be Proud of Where You Work: We have a strong reputation and are proud to be a trusted name in the communities we serve. When you join our team, you’re part of something bigger.
Job Description
Customer Service & Administrative Support
- Work closely with the Fire Safety Team to support the successful preparation, coordination, and completion of Fire Safety Plans, ensuring projects are organized, deadlines are met, and client expectations are exceeded.
- Facilitate clear and professional communication with both internal and external stakeholders (both verbal and written).
- Coordinate with the Sales team to organize, schedule, and initiate new projects.
- Prepare job tickets, process change orders as required and manage progress billing at various stages of project completion.
- Assist with customer invoice adjustments, including processing credits, rebills, and resolving billing discrepancies.
- Monitor and track all incoming, active, and completed projects to ensure accurate workflow and timely follow-up.
- Provide administrative support, including document preparation, binding, laminating, shipping, filing, and other general office duties as required.
Deficiency and Billing Support
- Follow up with customers who have not responded to deficiency quotes post-inspection.
- Support the Operations Specialist in building strategies in to increase response and conversion rates.
- Assist with invoicing processes to ensure timely and accurate billing.
- Review services through technician notes & reports to ensure a clear correlation of services to support billable charges.
- Collaborate with Fire technicians to ensure accuracy of site reporting.
- Contribute to continuous process improvement to support Customer for Life.
Other Responsibilities
- Serve as backup reception support, providing coverage during breaks, lunches, vacation, and other employee absences as required.
- Further administrative support (Customer Service phone coverage, data entry, binding, etc.) as needed.
*Please note: this is not an exhaustive list and other responsibilities may be required.
Requirements
- Administrative and customer service experience in a service-based industry, with experience in the trades, construction, or facilities services industries preferred. Previous billing experience is considered an asset.
- Exceptionally organized, detail-oriented, and proactive, with the ability to anticipate needs, manage competing priorities, and consistently stay ahead of deadlines with minimal supervision.
- Strong verbal and written communication skills, with the ability to actively listen, build rapport, and communicate effectively, particularly in fast-paced or high-pressure situations.
- Solutions-oriented and accountable, taking ownership of challenges and proactively identifying and resolving issues before they escalate.
- Tech-savvy, with strong computer skills, proficiency in Microsoft Office, and the ability to quickly learn new software and systems.
- Customer-focused, with a genuine passion for building long-term relationships and delivering exceptional service that aligns with our vision of creating "Customers for Life."
- Collaborative team player, who is eager to support colleagues, contribute wherever needed, and foster a positive, supportive team environment.
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