Franchise Support Specialist

Headquarters Careers At Servpro Industries • Gallatin, TN

12d • Remote

About The Position

The Franchise Success Specialist provides frontline, ticket-based support to franchises within the National Accounts Division, resolving billing, finance, technology, and program-related inquiries through an established service level agreement (SLA) model. This role serves as a primary point of contact for inbound franchise requests, ensuring issues are documented accurately, resolved efficiently, and escalated appropriately when needed. The Franchise Success Specialist supports consistent service delivery by adhering to defined processes, maintaining clear communication, and contributing to continuous improvement efforts within the support function.

Requirements

• 2+ years of experience in customer service, shared services, technical support, or a ticket-based support environment.
• Demonstrated experience managing a high-volume ticket queue while meeting defined service level agreements (SLAs).
• Strong written and verbal communication skills, with the ability to communicate clearly, professionally, and empathetically.
• High attention to detail and accuracy when documenting issues, actions taken, and resolutions.
• Ability to follow 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.
• Ability to learn and navigate multiple systems, tools, and support platforms.
• Strong organizational skills with the ability to manage multiple tasks and competing priorities.
• Ability to work independently while recognizing when escalation is appropriate.
• High School Diploma or GED required

Nice To Haves

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

Responsibilities

• Manage and resolve franchise support tickets in accordance with established Service Level Agreements (SLAs), prioritizing accuracy, timeliness, and responsiveness.
• Serve as a frontline point of contact for franchise inquiries related to billing, unapplied payments, program participation, and technology usage.
• Provide clear, professional, and courteous responses to franchises across all communication channels.
• Independently resolve standard, repeatable issues using documented processes and available resources.
• Investigate billing, finance, and system-related issues to determine root cause and appropriate resolution.
• Escalate complex, high-risk, or unresolved matters to appropriate internal teams in accordance with defined escalation protocols.
• Communicate status updates and resolutions to franchises clearly and consistently.
• Document ticket activity, resolution steps, and outcomes accurately and thoroughly to ensure auditability and continuity.
• Identify recurring issues, trends, or process gaps and flag opportunities for improvement.
• Contribute to the maintenance and enhancement of knowledge base articles, standard responses, and internal reference materials.
• Adhere to established quality standards for communication, documentation, and ticket handling.
• Participate in process improvement efforts aimed at reducing repeat inquiries, improving turnaround times, and enhancing the franchise support experience.
• Maintain working knowledge of National Accounts programs, policies, and systems relevant to franchise support.

Benefits

• Excellent health benefits plan, which includes medical, vision and dental options
• 401(k) with company match
• Company profit sharing plan
• Generous paid time-off and paid holidays
• Paid parental leave
• 2 free on-site fitness rooms
• Employee Assistance Program
• Employee Resource Groups
• Personal and professional development program

What This Job Offers

• Job Type: Full-time
• Career Level: Entry Level
• Education Level: High school or GED