Customer Service & Administrative Assistant
Core
Manage high-volume customer communications and administrative operations across multiple franchise locations, ensuring efficient service and operational support.
Role type
Senior Customer Service & Administrative Assistant
Builds
Customer support workflows and administrative operations for franchise networks
Domain
Franchise operations / Customer Support
Required skills
Multi-channel communication (phone, email, SMS, chat), CRM management, appointment scheduling, customer inquiry resolution, escalation handling, data entry accuracy, time management, problem-solving
Preferred skills
QA score 90%+, CSAT 4.5/5, experience with Zendesk/HubSpot/Salesforce/ServiceTitan
Technologies
Zendesk, HubSpot, Salesforce, ServiceTitan
Responsibilities
Manage inbound/outbound communications across phone, email, SMS, and chat; Coordinate appointment scheduling, confirmations, and follow-ups; Maintain accurate CRM and help desk records; Handle escalations regarding billing, complaints, and operational issues; Monitor leads and pending requests to ensure resolution; Provide administrative support to franchise owners and location managers.
Seniority
Mid-level, hands-on IC