Operations Solutions Coordinator

Job Summary: The Operations Solutions Coordinator is the primary point of contact for all incoming inquiries, questions, and complaints for franchisees who need help but may not know where to start or need immediate assistance and cannot reach the party responsible. This role involves effectively resolving issues, providing accurate information, and redirecting franchisees to the appropriate department, vendor, or solution. The ideal candidate is a problem-solver with excellent communication skills and a customer-focused approach. Key Responsibilities: ● Customer Support: ○ Handle all incoming inquiries, questions, and complaints from franchisees and customers. ○ Provide timely and accurate responses via Zendesk, Slack, phone, chat and email to ensure high levels of satisfaction. ○ Utilize Zendesk to maintain a record of all interactions and resolutions for future reference. ● Problem Solving: ○ Assess and analyze problems to identify the best solutions. ○ Collaborate with relevant departments and vendors to resolve issues efficiently. ○ Ensure that solutions are practical, effective, and in line with company policies. ● Redirection and Escalation: ○ Redirect inquiries to the appropriate department, vendor, or personnel when necessary. ○ Escalate complex issues to senior management or specialized teams as required. ○ Follow up to ensure that escalated issues are resolved satisfactorily. ● Communication and Coordination: ○ Act as a liaison between franchisees, vendors, and internal departments. ○ Facilitate effective communication to ensure all parties are informed and aligned. ○ Provide regular updates to franchisees on the status of their inquiries or issues. ● Documentation and Reporting: ○ Utilize Zendesk to maintain accurate and up-to-date records of all inquiries, issues, and resolutions. ○ Suggest process improvements based on recurring issues and feedback. ○ Collaborate with department heads to maintain up-to-date documents in our internal informational hub. ● Training and Support: ○ Assist in training franchisees on company policies, procedures, and systems when appropriate. ○ Provide guidance and support to help franchisees utilize company resources effectively. Qualifications: ● Bachelor’s degree in Business Administration, Communications, or a related field. ● Proven experience in customer service, operations support, or a similar role. ● Excellent problem-solving skills and a solution-oriented mindset. ● Strong communication and interpersonal skills. ● Ability to multitask and manage multiple inquiries simultaneously. ● Proficiency in using customer support software(Zendesk) and CRM systems. ● Attention to detail and strong organizational skills. Preferred Qualifications: ● Experience in the franchise industry or a similar multi-location business model. ● Knowledge of relevant industry regulations and standards. ● Additional language skills are a plus.