About Western Canada Fire Protection
Western Canada Fire Protection is a well-established fire protection company proudly serving Southern Vancouver Island for over 40 years. We are committed to providing reliable, high-quality life safety services to our clients and supporting our team with professionalism, accountability, and care.
As we continue to grow and improve our systems, we are looking for a strong Service Operations Coordinator to become a key part of our office and service team.
About the Role
The Service Operations Coordinator is the operational hub between our customers, service technicians, office team, and management.
This role is responsible for supporting customer service, front counter sales, service communications, technician report processing, job tracking, and invoice preparation. The right person will be organized, detail-oriented, calm under pressure, and committed to helping work move efficiently from the first customer request through to completion and invoicing.
This is an important role for someone who enjoys solving problems, creating order, supporting a busy team, and delivering an excellent customer experience.
Key ResponsibilitiesCustomer Service and Front Counter
- Greet and assist walk-in customers in a friendly and professional manner.
- Support customers with fire extinguisher inspections, retagging, sales, and service questions.
- Collect customer information and prepare repair or service tags as required.
- Coordinate customer pick-ups and completed orders.
- Process customer payments in person or over the phone.
- Create sales orders, invoices, and new customer accounts as needed.
- Provide a positive, helpful customer experience that reflects our local, family-business reputation.
Communications and Service Coordination
- Answer incoming phone calls and respond to general customer inquiries.
- Monitor service email inquiries and forward information to the appropriate team members.
- Collect accurate details from customers regarding service requests, project needs, and follow-up items.
- Update customer and service information in company systems.
- Coordinate with management regarding customer concerns, complaints, or urgent issues.
Technician and Service Team Support
- Support technicians with customer information, site details, keys, documentation, and service history as needed.
- Maintain key sign-in and sign-out records.
- Track service jobs through the workflow from scheduled to report received, review, invoicing, and completion.
- Follow up with technicians regarding missing reports, incomplete information, unrecorded parts, or additional details required.
- Notify the Service Coordinator or Service Manager when jobs require rebooking or further follow-up.
Report Processing and Invoice Preparation
- Receive technician reports, notes, and photos.
- Review reports for completeness, professionalism, grammar, formatting, and client readiness.
- Prepare customer-facing inspection reports.
- Extract billing information from technician reports.
- Organize deficiency information for quoting.
- Prepare invoices for review and make updates as needed after review.
- Ensure no completed job is missed in the invoicing process.
General Office Support
- Maintain a clean, organized, and professional front office area.
- Assist with basic data entry and administrative support.
- Receive front office deliveries and notify the appropriate team member.
- Support process improvements and help identify ways to make the office and service workflow more efficient.
- Assist with other operational priorities as required.
Skills and Qualifications
The successful candidate will have:
- Strong organizational skills and attention to detail.
- Excellent customer service and communication skills.
- Strong written communication, proofreading, and grammar skills.
- Confidence working with phones, email, spreadsheets, and business software.
- Ability to manage multiple priorities in a busy environment.
- A calm, professional, and solutions-focused approach.
- A willingness to learn new systems and improve processes.
- Experience in service coordination, office administration, customer service, trades, construction, or fire protection is an asset.
- Experience with QuickBooks, D-Tools, Uptick, or similar systems is an asset but not required.
- Ability to lift equipment and up to 40lbs
The Right Fit
We are looking for someone who naturally creates order from complexity.
The ideal person is proactive, reliable, professional, and enjoys helping both customers and team members succeed. They take pride in accurate information, clear communication, and moving work forward.
This is not just an administrative role. It is a key coordination role that helps ensure our customers are well served, our technicians are supported, and our service work is properly completed, documented, and invoiced.
Why Join WCFP
Western Canada Fire Protection is a long-standing local company with a strong reputation and a committed team. We are in a period of growth, modernization, and improvement, and this role will be an important part of helping us build stronger systems for the future.
We value:
- Integrity
- Accountability
- Teamwork
- Customer service
- Continuous improvement
- Professionalism
Benefits:
- Dental care
- Disability insurance
- Employee assistance program
- Extended health care
- Life insurance
How to Apply
If you are organized, service-minded, and looking for a role where you can make a meaningful impact, we would love to hear from you.
Please submit your resume and cover letter through Indeed or email [email protected].
Job Type: Full-time
Pay: From $25.00 per hour
Benefits:
- Dental care
- Employee assistance program
- Life insurance
- Paid time off
Ability to commute/relocate:
- Langford, BC: reliably commute or plan to relocate before starting work (required)
Experience:
- Administrative: 2 years (preferred)
- Invoicing: 1 year (preferred)
Work Location: In person
