Franchise Support Specialist

What we offer

• 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

Job Summary

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.

You will

Ticket Management & Franchise Support

• 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.

Issue Resolution & Escalation

• 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.

Documentation & Knowledge Management

• 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.

Quality & Continuous Improvement

• 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.

You have

• 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.
• Experience supporting franchises, customers, or internal business partners in a structured support organization preferred.
• This position is open to candidates residing in select states, including AL, AK, AZ, AR, FL, GA, ID, IN, IA, KS, KY, LA, ME, MI, MS, MO, MT, NE, NH, NM, NC, ND, OK, PA, SC, SD, TN, TX, UT, VA, WV, WI, and WY, subject to applicable state and local laws.

Education

• High School Diploma or GED required

Working Conditions

• Fast-paced high-pressure remote environment.
• Standard working hours, based on a 40-hour work week.
• Additional working hours required as needed to complete assignments and projects on schedule
• Minimal travel as required for business needs. This role is primarily remote and may require intermittent travel to the office to attend business-related meetings as needed.

About SERVPRO

For more than 50 years, SERVPRO® has been a trusted leader in fire and water cleanup and restoration services, mold mitigation, construction, biohazard and pathogen remediation throughout the United States and Canada. Our 2,200+ individually owned and operated franchises are supported by our dedicated headquarters team. We strive to cultivate a professional community that respects and celebrates the things that make us unique, the things we share, and the collaborative spirit we bring to the work we pursue together.

SERVPRO is an equal opportunity employer. All applicants will be considered for employment without attention to age, race, color, religion, gender, sexual orientation, national origin, veteran or disability status.