Franchise Support Specialist
Full Time
Poughkeepsie, NY 12603
Posted
Job description
The Brothers that just do Gutters Franchising Corp are an emerging first-to-market gutter franchise. We currently service multiple locations. Joining our organization would bring you into a culture of learning, support, encouragement, and passion. We would love for the right energized candidate to join our team. The Franchise Support Specialist works directly with the Director of Franchise Support to continuously assist in the onboarding and support of all new and current Franchisees at The Brothers that just do Gutters. This position's goal is to contribute to the satisfaction of both short term and long-term success of our franchisees. The Franchise Support Administrative Assistant reports to the Senior Vice President and the Director of Franchise Support.
Reporting Responsibilities:
1. Manage Onboarding Process
a. Run point on Background checks
b. Guide new Franchisees through Monday.com startup & manuals.
c. Manage Training Schedule Coordination1. Scheduling
a. Booking Discovery days
2. Communication
a. Send out email reminders for Peer Group calls for Franchisees
3. Reputation Management
a. Manage Reputation of Franchisees
b. Drive escalation and resolution.
3. Data Validation
a. Check and make sure peer-group platforms are updated prior to monthly calls
4. Support
a. Develop Automated emails
b. Resolve franchisee queries via phone, email, or web conference during the week and potential weekend hours.
c. Address franchisee inquiries with direct solutions and encourage future self-service support.
d. Use a helpful tone, explain all action steps or recommendations, and confirm resolution with franchisees.
e. Track, report, and summarize data related to inquiries and other business processes
f. Recommend and perform continuous improvement initiatives, projects, and other duties as needed and/or assigned
g. Interpret and prepare contracts, finance documents, and other official business documents
h. Prepare calendar for webinar groups, monitor registration, and coordinate with the Director of Franchise Support.
5. Launch initial online accounts
i. Review Trackers
ii. Guild Quality
iii. Facebook Page
iv. Google MyBusiness
v. Quickbooks
vi. Credit Card Processing
vii. Service Bridge
viii. VoIP Account Setup
ix. Email Setup
x. Dropbox Sharing
xi. Credit Card Info
xii. Getting ACH account information for royalty fees
xiii. Getting sales kit ready for them
xiv. Introduction to One Guard staff and ordering materials
Preferred Skills
Reporting Responsibilities:
1. Manage Onboarding Process
a. Run point on Background checks
b. Guide new Franchisees through Monday.com startup & manuals.
c. Manage Training Schedule Coordination1. Scheduling
a. Booking Discovery days
2. Communication
a. Send out email reminders for Peer Group calls for Franchisees
3. Reputation Management
a. Manage Reputation of Franchisees
b. Drive escalation and resolution.
3. Data Validation
a. Check and make sure peer-group platforms are updated prior to monthly calls
4. Support
a. Develop Automated emails
b. Resolve franchisee queries via phone, email, or web conference during the week and potential weekend hours.
c. Address franchisee inquiries with direct solutions and encourage future self-service support.
d. Use a helpful tone, explain all action steps or recommendations, and confirm resolution with franchisees.
e. Track, report, and summarize data related to inquiries and other business processes
f. Recommend and perform continuous improvement initiatives, projects, and other duties as needed and/or assigned
g. Interpret and prepare contracts, finance documents, and other official business documents
h. Prepare calendar for webinar groups, monitor registration, and coordinate with the Director of Franchise Support.
5. Launch initial online accounts
i. Review Trackers
ii. Guild Quality
iii. Facebook Page
iv. Google MyBusiness
v. Quickbooks
vi. Credit Card Processing
vii. Service Bridge
viii. VoIP Account Setup
ix. Email Setup
x. Dropbox Sharing
xi. Credit Card Info
xii. Getting ACH account information for royalty fees
xiii. Getting sales kit ready for them
xiv. Introduction to One Guard staff and ordering materials
Preferred Skills
- Experience with franchising.
- Proven experience in an administrative capacity.
- Experience with supporting technology systems and customer/business management software.
- Candidates must be goal-oriented and self-motivated individuals with excellent relationship-building skills.
- Ability to work with multiple tasks simultaneously.
- Highest ethical standards, always willing to do "the right thing."
- Ability to work with different cultural backgrounds.
- Ability to effectively multi-task and operate with little or no supervision.
- Ability to manage multiple assignments simultaneously.
- Ability to work with all outside vendors, corporate departments, and franchise owners.
- Ability to take on special projects as assigned in addition to regular duties.
- Excellent verbal and written communication and reporting skills.
- Outgoing, extrovert personality, engaging, and with high energy level.
- Computer literate and proficient in Microsoft Office.
- Ability to travel, if necessary.
- Administrative degree preferred
- A minimum of 2 years of related experience
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