Client Support Representative - Tier 1 Support

Who are we and what do we do?

Purpose:

As a Franchise Support Coordinator, you’ll serve as a liaison between our Franchise Operators and our Corporate Teams, ensuring the highest level of customer service, problem resolution and operational support for our Franchise Operators so they can focus on serving their guests in-store. 

What that looks like day to day:

• Diligently respond to incoming support request tickets from our Franchise Operators, following up via email and/or phone call as needed while prioritizing superior customer service and a positive experience 
• When appropriate, engage cross-functional corporate departments to collaborate and resolve tickets, following up as needed to ensure completion 
• Serve as an excellent team member to your peers, providing support as needed to foster a positive team culture 
• Act with a sense of urgency to ensure tickets are successfully handled in accordance with our service level agreements for turnaround time, without sacrificing quality and a positive experience for your customer 
• Establish credibility quickly and maintain trust with our Franchise Operators and Managers – providing accurate information and timely problem resolution 
• Handle situations in the best interest of both our Franchise Operators and the company
• Use professional judgment to decide when a ticket and/or concern needs to be escalated 
• Other ad-hoc projects and responsibilities may be added

Schedule: Monday – Friday, 9am to 6pm with rotating weekend support (Saturday 9-6 and Sunday 9-5). The role will require working on Holidays, and/or extended hours during Peak Holidays, including some overnights. 

Requirements: 

• Customer Service experience in a consumer-facing industry, such as retail, financial services, or hospitality/travel or similar
• Experience with Microsoft Office products
• High School diploma or equivalent, college degree preferred
• Bilingual skills (especially Spanish) are a plus

About You: 

• You prioritize providing superior customer service by listening carefully to understand the request/problems, and working with urgency to provide solutions, leaving a positive impression for your customer 
• You can multitask while managing a high volume of incoming tickets with ease and can prioritize work to ensure deadlines are met 
• You work well under pressure when faced with challenging situations 
• You demonstrate confident and succinct communication skills (verbal and written) 
• You are a self-motivated individual who has a keen focus on delivering results 
• You pick up on technical tasks quickly, such as learning and operating new systems and software programs, and are motivated to learn new skills and knowledge
• You contribute to a team-oriented environment and are excited to work alongside peers and cross-functional partners 

What We Offer: 

• Onsite work environment with work from home flexibility, fostering collaboration and relationship building with peers, cross-functional partners and leadership
• The stability and resources of an industry-leading company successfully operating for 25 years, with the agility and innovation of a startup, allowing you to make a significant impact and shape our future.
• Growth & Development – Each team member has visible and immediate impact on the business, offering abundant opportunities for personal and professional growth as we scale in size and sophistication
• Healthcare plans that include health/dental/vision insurance, 401K Plan, company paid life insurance and short-term disability, flexible spending account options and more
• Paid time off, including sick days & holidays to support work life balance

We are proud to be an EEO/AA employer. Applicants for employment are considered without regard to race, creed, color, religion, sex, sexual orientation, marital status, national origin, age, and disability, status as a veteran, Vietnam Era Veteran, or being a member of the Reserves or National Guard.