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Franchise Service Consultant

4 weeks ago

Oklahoma City, Oklahoma, United States Express Employment International Headquarters Full time
Job Details

Job Location
Find the ideal candidate at our Corporate Headquarters in Oklahoma City, OK.

About the Job and the Company
Join our dynamic team as a Franchise Support Representative.

Job Summary

This role demands a great deal of discretion and independent decision-making. The FSR will handle a significant number of phone calls daily and provide accurate guidance to franchise offices on various business topics. Their responses play a crucial role in the operations, financial performance, legal adherence, and overall reputation of each franchise. The FSR needs to ask insightful questions to identify and address issues effectively, utilizing research, guidance, training, and assertiveness as necessary.

While there is support available from other departments, the Assistance Center relies on identifying and resolving challenges faced by our offices and employees. Despite having established policies and procedures for franchises, the FSR must be prepared for unexpected situations on a daily basis. As a result, the FSR is entrusted with the authority to lead and guide the franchise, making critical decisions even without specific instructions or policies in place, based on their business acumen.

Position Requirements

Given the autonomous and independent nature of the role, extensive training and orientation are fundamental. This comprehensive process, spanning at least 12 weeks, includes personalized sessions with team members. Beginning with exposure to a wide range of issues, the training progresses to detailed assessments of the FSR's knowledge, professional conduct, and decision-making skills. Additionally, the orientation covers two weeks of new owner training and a week of experience working in a franchise office.

Prior experience in B2B customer service or relationship management is advantageous. Desired qualities entail diplomatic leadership, a strong service-oriented mindset, team collaboration abilities, exceptional work ethic, professional demeanor, and proficiency in handling evolving environments and challenging situations. Candidates should possess good problem-solving skills, effective communication, multitasking capabilities, meticulous attention to detail, and experience in managing high-pressure scenarios. A high school diploma is a minimum requirement, while college education is preferred.

Essential Functions

The FSR is expected to master all facets of the franchise and its operations to proficiently address challenges encountered by franchises. These key areas of expertise include, but are not restricted to:
- **Payroll Operations:** Ensuring compliance with wage laws, rectifying payroll errors, and providing payroll-related support.
- **Human Resources:** Advising on hiring practices, HR procedures, and employment laws.
- **Sales:** Coaching on sales processes, pricing strategies, and client interactions.
- **Franchise Accounting:** Managing financial issues, tax laws, and business reports for franchises.
- **Technical Support:** Assisting with computer-related issues and hardware problem-solving.
- **Accounts Receivable:** Handling transactions, invoices, and client payments.
- **Benefits:** Educating on employee benefits, insurance, and enrolment processes.
- **Sales/Marketing:** Promoting campaigns, contests, and marketing initiatives to franchises.
- **Risk Management:** Minimizing risks for franchises across various operational areas.
- **Franchise Development:** Contributing to maintaining ISO certification.
- **Training Programs:** Providing guidance on registration, certifications, and operational queries.
- **Reports Management:** Generating and interpreting reports for operational insights.
- **Vendor Management:** Recommending and training on 3rd party vendor products.
- **Customer Assistance:** Engaging in outgoing calls for customer support and guidance.
- **Oversight and Auditing:** Monitoring transactions and ensuring compliance with policies and laws.
- **Policy Updates:** Evaluating and updating policies to meet evolving requirements.

Working Conditions
- Long periods of sitting.
- Managing incoming and outgoing calls.
- Utilizing computer equipment and handling materials.
- Dealing with occasional high-stress situations.
- Reading and working with various sources in an office setting.

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