Franchisee Services Specialist

Subway•Shelton, CT

3d•$25 - $32

About The Position

The Subway Franchise Service Specialist serves as the key liaison between the company and franchisees, providing essential support across multiple functions including project coordination, franchisee assistance, vendor management and data reporting. This role ensures sufficient operations and high-level customer service to franchisees, field teams and internal departments. Each Franchise Service Specialist is responsible for approximately 2800 restaurants each.

Requirements

High School Degree required.
3-5 years of customer service.
Attention to Detail: Ensuring accuracy in records and data management.
Problem Solving Skills: Ability to identify challenges and develop effective solutions.
Teamwork and Collaboration: Working effectively with diverse teams and stakeholders.
Adaptability: Ability to thrive in a dynamic and fast paced environment and able to adjust to changing priorities and environments.
Customer Service Oriented: Understanding and meeting the needs of franchisees and internal stakeholders.
Accountable: Must be able to demonstrate a strong sense of responsibility and ownership, take ownership of tasks and follow through for completion.
Strong Organization: Efficiently manage tasks, deadlines and competing priorities, prioritizing urgent matters while maintaining long term goals.

Nice To Haves

Previous experience with credit card processing/onboarding a plus.

Responsibilities

Serve as the first line of support for franchisees, MFPs, DFPs and BD offices, addressing inquiries related to field operations, procedures and policies with prompt and accurate responses.
Guide franchisees through various operational processes, such as POP ordering, technology support, accounting reconciliation.
Provide necessary documents and general guidance on a wide range of topics, including support of all Subway systems.
Provide comprehensive franchisee payment support for gift card and credit card processing including addressing missing payments, bank changes, and chargeback disputes.
Assist franchisees with accessing and interpreting reports, and guide them through AMEX and Adyen application process, both onboarding and offboarding new and existing franchisees.
Each Franchise Service Specialist is responsible for onboarding / offboarding to close to 300 restaurants each year.
Handle all payment related inquiries and issues, coordinate and collaborate with 3PD Services Providers, Gift Card Processors to trouble shoot and resolve payment related issues.
Update and maintain internal records, including sales entry weekly, managing BD/SMO staff changes in SUBS, updating basic fixed information, waiver management and maintaining accurate restaurant attributes in the database.
Verify all restaurant info ensuring all required data is entered in SUBS.
Track NRO readiness and equipment orders, collaborate with Transfers, Development and Leasing for franchisee documentation and requirements.
Work with franchisees and field staff on locations with estimated sales, manually enter sales as needed.
Handle outreach for various departments requiring franchisee action, document feedback from franchisees and field teams on company initiatives.
Attend weekly meetings to ensure information sharing across teams and collaborate cross-functionally with departments and vendors to communicate critical information for successful project outcomes.
Work closely with larger teams on projects, ensuring effective coordination, information sharing, and successful execution.
Each Franchise Service Specialist is responsible for following up with their assigned restaurants on sales that were not reported (an average of 200 restaurants per week), which ensures proper royalty calculations impacting our overall company income.