Franchise Performance Specialist

Position Summary:

The Franchise Performance Specialist will report directly to the Chief Operating Officer (COO) and be a member of the Franchise Services team. The Franchise Performance Specialist will be primarily responsible for providing high administrative support to the Chief Operating Officer (COO), franchisees, and the franchise services team. This position will frequently and cohesively work with other departments.

In this multifaceted role, you will collaborate closely with the COO and the Franchise Services Team, engaging with every organization team member to help achieve the company’s goals and objectives. A primary focus will be managing the Help Desk phone line, promptly addressing franchisees’ incoming calls, directing them to the appropriate National Support Center (NSC) team member, or taking necessary actions to assist them. Furthermore, your responsibilities will encompass project management, aiding in internal meeting preparations, calendar management, data analysis, correspondence with franchisees, and handling various administrative tasks for the COO. You will also be pivotal in coordinating events, meetings, and maintaining the accuracy of franchisee agency, contact information, and insurance records. Additionally, you’ll be responsible for tasks related to franchisee terminations, transfers, territory amendments, waiver letters, and other specific areas, along with the general upkeep of our CRM application (FranConnect) or other reporting platforms. You will generate reports as needed or directed as part of your duties.

In this position, the Franchise Performance Specialist will be local to Cincinnati, Ohio, and expected to travel (up to 10% of the time) to our Annual National Conference and other meetings as needed. This position can currently work from home but must have the ability to be in the office at least three days a week, which will fluctuate based on needs and may change as the business needs dictate. Other support or administrative duties will apply as needed or directed. A successful candidate will have excellent interpersonal and phone skills, with the strong ability to develop a rapport with franchisees and coworkers. Strong knowledge and experience with Microsoft Office applications (e.g., Word, Excel, PowerPoint, Outlook, Teams, and DropBox) is required and essential for the success of this role. 

Principal Duties & Responsibilities:

Provide support to franchisees-managing the Help Desk phone line and the franchise services teams’ group email addresses

• Manage the Help Desk phone line, serving as the primary National Support Center [ED1]  team member to answer all incoming calls
• Respond to all incoming calls from franchisees to the Help Desk line and Performance Team’s group email addresses, addressing their needs and/or forwarding them to the appropriate National Support Center team member
• Franchisee email administration, such as initial email setup, password resets, and other maintenance items
• Adequately follow up on needs to ensure franchisees’ requests were responded to timely
• Document and track the flow—or topic—of said incoming calls or emails sent to group emails for data collection purposes, ensuring that details are documented in our CRM application (FranConnect)
• Receive complaint calls from franchisee's clients and handle them appropriately, as directed
• Cultivate strong business relationships with franchisees, internal staff, relevant vendors, and other key stakeholders
• Support and communicate brand quality standards with franchisees to ensure the Home Helpers Home Care vision and BOLD values are executed

Provide a high level of administrative support to the COO and Franchise Services Team

• Frequently and cohesively work with every member of the NSC to support successfully meeting the company’s goals and objectives
• Data mining and analytics with the ability to interpret data and provide visuals of specific aspects within the business operations as needed or directed
• Strong ability in Excel, understanding how pivot tables work in displaying data fields requested
• Proactively stay organized while providing adequate support to the team
• Assist with internal meeting preparations, sending invites, tracking attendance, and calendar management
• Send correspondence to franchisees
• Assist marketing with internal NSC and external franchisee email announcements
• Manage and update all franchisee insurance information as directed
• Coordination of the setup for internal meetings and training at the National Support Center, including monthly New Franchisee Training
• Perform action items for any franchisee action notice, such as a termination, new franchisee, transfer, territory amendment, waiver letters
• General office management, including but not limited to ordering supplies for the office or employees, supply management, cleaning the kitchen, or other general office duties
• Track meeting attendance and other reports for specific meetings held
• Assist in our annual conference event—including but not limited to preparing name tags, sending packages, preparing items, keeping things organized, and ordering items
• Schedule meetings and assist the COO with calendar management and expense reports
• Coordinate or arrange travel for the COO as directed
• Support performance team projects from inception to delivery
• Travel up to 10% of the time for annual conferences and other meetings as needed

Other duties, support and administrative tasks

• Frequently use online webinar systems, Zoom, or other applications and resources
• Properly document the progress and status of each franchisee they are working with within our CRM application (FranConnect) or through other reporting mediums
• Frequently use Microsoft Office applications and other general website portals
• Assist in organizing and hosting field-based meetings

Qualifications:

Education/Experience

• HS Diploma required, Bachelor’s degree preferred, or relevant experience
• Strong proficiency with Microsoft Office applications: Word, Excel, PowerPoint, Outlook, Teams, Zoom, and other general computer abilities such as internet research

 Skills—Specialized Knowledge—Abilities

• Professional written and verbal communication skills with the ability to cultivate and develop strong business relationships
• Excellent interpersonal and communication skills with the strong ability to develop a rapport with stakeholders
• Confident in producing work across multiple platforms with minimal supervision
• Ability to work independently and prioritize a wide-ranging workload with excellent organizational skills
• Goal-oriented, organized team player
• Creative problem solver who thrives when presented with a challenge
• Professional communication skills—both written and verb—with the ability to provide adequate and efficient follow-up
• Able to multi-task, prioritize, and manage time effectively
• Ability to provide solid customer service and exercise diplomacy [ED1] 
• Positive mindset and strong sense of purpose with the capacity to develop a passion for the company’s mission and vision of Home Helpers® Home Care
• Calm, patient, diplomatic and confident demeanor in working with staff, owners, vendors, etc.
• Safeguard sensitive and confidential information

Working Conditions:

Working Hours/Environment

• Minimum 40 hours per week including evening and weekend hours as needed
• Work can be performed in or outside of the office as business needs dictate and COO approves

Tools and Equipment Used

• Work computer, phone and other typical office equipment

Travel

• Up to 10%

Physical & Mental Demands

• Frequently required to sit at a desk/workstation for long periods of time
• Ability to work at a computer terminal for extended periods of time
• Digital dexterity and hand/eye coordination in operation of office equipment
• Moderate lifting and carrying of deliveries, supplies, files, etc. – sometimes up to 40 lbs.
• Ability to speak to and hear employees/clients via phone or in person
• Body motor skills sufficient to enable incumbent to move around the office environment
• Additional Mental Requirements: compare, decide, direct, problem solve, analyze, instruct, interpret