Franchise Operations Support Specialist

BELFOR Franchise Group•Ann Arbor, MI

3d•Onsite

About The Position

BELFOR Franchise Group (BFG) is one of the largest and most respected franchisors in the nation. With twelve of the strongest franchise opportunities on the market, BELFOR Franchise Group is a dominant brand in the restoration, home services and commercial cleaning industries. For over a decade, BELFOR Franchise Group has been empowering entrepreneurs to own businesses that are not only designed for growth, but also provide a meaningful service to their communities. BFG is seeking a Franchise Operations Support Specialist to be the point of contact for franchisees and internal departments. This individual will assist in support, training, and ongoing communications of FSM (Field Service Management), PoS (Point of Sale), and CRM (Customer Relationship Management) softwares to find ways to optimize features and programs for several brands within BELFOR Franchise Group. This is a vital role that impacts franchise growth and brand image.

Requirements

Strong Project Management skills
Understanding and hands-on experience in software and web technologies
Able to understand business key drivers and connect to system needs
Strong analytical and problem-solving skills.
Strong interpersonal skills
Strong communications (written and verbal) and relationship building skills.
Previous experience training individuals on software
Proficient with Microsoft Office Suite of Products (PowerPoint, Word, Excel, Outlook, SharePoint) and Google equivalent.
Self-motivated with the demonstrated ability to take initiative.
Ability to multitask and meet established deadlines, while maintaining quality and customer satisfaction.
Ability to work under pressure in a self-directed environment while managing multiple tasks and constantly changing priorities.
College degree or equivalent work experience.
The ability to work full-time in the Ann Arbor office (in office position)

Nice To Haves

A high level of proficiency using FSM, PoS and CRM software
Preferred experience with FSM, PoS or CRM integration and implementation
Three years of Project Management experience.

Responsibilities

Serves as primary contact for software support for multiple franchise brands. Becomes a system expert and responds to all inquiries, troubleshoots, and resolves software issues.
Facilitates all training through webinars and in person training; may require up to 10% travel to franchise owner locations.
Creates and updates training materials, manuals and guidelines.
Generates reports and interprets data exported from the FSM, PoS and CRM to identify where improvement or additional training is needed.
Performs regular data audits to maintain data integrity and reliability.
Prioritizes FSM, PoS and CRM development requests and works with internal resources and third-party vendor(s)
Communicates and coordinates with internal resources, committees, and third parties/vendors and assures on-time project delivery and reports progress.
Maintains a positive relationship and communication with all stakeholders and vendors.
Leverages internal coaching and training staff to support promotion and adoption of FSM, PoS, and CRM
Performs monthly meetings with franchisees and is the liaison between vendors, the franchisor, and the franchise system.