National Accounts Coordinator

National Accounts Coordinator

About the Company

Empire Fire Protection Services is an affiliated company of Guardian Fire Protection and a leading provider of comprehensive fire protection and life safety solutions, proudly serving the Rochester region and communities throughout New York and Pennsylvania for more than 25 years. Headquartered in Rochester, Empire Fire delivers end‑to‑end services - including inspection, testing, maintenance, design, installation, and emergency response - across a full range of systems such as fire alarms and monitoring, fire sprinklers, fire extinguishers, emergency lighting, kitchen fire suppression, special hazard systems, fire pumps, and backflow prevention. Empire Fire is known for its safety‑first culture, technical expertise, and commitment to integrity, responsiveness, and long‑term customer partnerships.

Learn more at www.empirefps.com

About the Opportunity

The National Accounts Coordinator serves as the operational backbone of the national accounts division, acting as the primary conduit between national account clients, exterior branch offices, and internal leadership. This role is responsible for the day-to-day coordination of service work, communication management, and billing support across a multi-state portfolio of national accounts.

Job Duties

Work Order Dispatch & Field Coordination

• Receive, review, and dispatch work orders to the appropriate exterior branch offices and field teams


• Monitor open work orders to ensure timely acceptance, scheduling, and completion by assigned offices


• Serve as the central point of contact between national account clients and field operations


• Escalate scheduling conflicts, capacity issues, or service delays to the National Accounts Manager

Client & Vendor Communication

• Collect and consolidate status updates from branch offices in preparation for weekly vendor meetings


• Attend and support weekly calls with national account vendors and large client representatives


• Maintain accurate and timely communication logs for all active accounts


• Respond to client inquiries regarding work order status, scheduling, and documentation requests

Account Coordination & Administrative Support

• Assist national account clients with the coordination of service work, site access requirements, and quote requests


• Process and track paperwork requests including proposals, service agreements, and compliance documentation


• Maintain organized records for all assigned accounts within ServiceTrade and related platforms


• Coordinate with branch offices to ensure proper completion and submission of required field documentation

Billing Support

• Learn and support the national accounts billing process under direct supervision of the National Accounts Manager


• Assist in reviewing completed work orders for billing accuracy prior to invoice generation


• Track billing milestones and flag discrepancies or missing documentation to the appropriate team member


• Develop proficiency in billing workflows specific to national account work as part of career growth within the division

Qualifications:

• High school diploma or equivalent; associate's or bachelor's degree preferred


• 1–3 years of experience in a coordination, dispatch, or customer-facing administrative role


• Strong organizational skills with the ability to manage multiple open work orders simultaneously


• Clear and professional written and verbal communication skills


• Proficiency with Microsoft Office Suite (Outlook, Excel, Word)

Preferred

• Experience in the fire protection, facilities management, or field service industry


• Familiarity with ServiceTrade or similar field service management software


• Experience supporting billing or invoicing processes


• Ability to work in a fast-paced, multi-location environment with a high degree of accuracy

Compensation

• This is an hourly position based on experience. Pay is negotiable.


• Quarterly bonuses

Benefits

• 401K with a company match


• Medical, Dental and Vision Insurance


• Company paid Short Term Disability


• Company paid Long Term Disability


• Company paid Life and AD&D insurance.


• Pre-tax accounts for health and dependent care


• Aflac


• Vacation and Personal time.


• Paid holidays


• Tuition Reimbursement

*Empire Fire Protection Services, Inc. is firmly committed to Equal Employment Opportunity (EEO) and prohibits employment discrimination for employees and applicants based on his or her age, race, color, pregnancy, gender, gender identity, sexual orientation, national origin, religion, marital status, citizenship, or because he or she is an individual with a disability, protected veteran or other status protected by federal, state, and local laws.

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