Franchise Support Specialist

📋 Description

• Oversee and address franchise support tickets in line with established Service Level Agreements (SLAs), focusing on accuracy, promptness, and responsiveness.

• Act as the primary point of contact for franchise-related inquiries regarding billing, unapplied payments, program participation, and technology utilization.

• Deliver clear, professional, and courteous responses to franchises through all communication channels.

• Independently resolve standard, repeatable issues using documented processes and available resources.

• Investigate billing, financial, and system-related issues to identify root causes and appropriate solutions.

• Escalate complex, high-risk, or unresolved issues to the relevant internal teams following established escalation protocols.

• Clearly and consistently communicate status updates and resolutions to franchises.

• Accurately document ticket activities, resolution steps, and outcomes to ensure auditability and continuity.

• Identify recurring issues, trends, or process gaps, and highlight opportunities for improvement.

• Contribute to the upkeep and enhancement of knowledge base articles, standard responses, and internal reference materials.

• Comply with established quality standards for communication, documentation, and ticket management.

• Engage in process improvement initiatives aimed at reducing repeat inquiries, improving turnaround times, and enhancing the franchise support experience.

• Maintain a working knowledge of National Accounts programs, policies, and systems relevant to franchise support.

⛳️ Requirements

• A minimum of 2 years of experience in customer service, shared services, technical support, or a ticket-based support environment.

• Proven experience managing a high-volume ticket queue while adhering to defined service level agreements (SLAs).

• Exceptional written and verbal communication skills, with the ability to convey information clearly, professionally, and empathetically.

• Strong attention to detail and accuracy when documenting issues, actions taken, and resolutions.

• Ability to adhere to established processes and procedures while exercising sound judgment to resolve issues effectively.

• Comfort working with billing information, financial concepts, system access, or program-related inquiries.

• Capability to learn and navigate multiple systems, tools, and support platforms.

• Excellent organizational skills with the ability to manage multiple tasks and competing priorities.

• Ability to work independently while recognizing when escalation is necessary.

• Experience in supporting franchises, customers, or internal business partners within a structured support organization is preferred.

🏝️ Benefits

• Comprehensive health benefits plan, which includes medical, vision, and dental options.

• 401(k) plan with company matching.

• Company profit-sharing plan.

• Generous paid time off and paid holidays.

• Paid parental leave.

• Access to 2 free on-site fitness rooms.

• Employee Assistance Program.

• Employee Resource Groups.

• Personal and professional development program.