Job Description

The Franchise Relations Specialist serves as the primary liaison between GBC Food Services and its franchise partners. Operating in a call center environment, this role provides both inbound and outbound support to franchisees, including triage of operational issues, proactive outreach, and delivery of organizational updates.

The Franchise Relations Specialist ensures all franchisee concerns are documented, prioritized, and resolved or escalated in accordance with established Service Level Agreements (SLAs). This role also facilitates cross-departmental collaboration to drive timely resolutions and strengthens the relationship between GBC and its franchise partners.

This role will regularly support franchisees whose primary language is Chin and/or Burmese. Language skills in either or both languages are highly preferred.

Supervisory Responsibilities

None.

Key Responsibilities

• Respond promptly to inbound franchisee inquiries via phone, email, and ticketing system within SLA guidelines.
• Conduct outbound calls to franchisees for case follow-ups, operational guidance, education, or information gathering.
• Manage and maintain all support tickets, ensuring thorough documentation, prioritization, and accurate routing to the appropriate department.
• Deliver organizational updates to franchisees, including policy changes, procedural updates, product launches, and compliance reminders.
• Act as a liaison between franchisees and internal teams (Operations, Supply Chain, IT, Marketing) to ensure timely resolution of issues.
• Escalate urgent or complex issues to leadership and ensure transparent communication with franchisees.
• Monitor SLA performance and proactively follow up on open issues to prevent service delays.
• Identify patterns of recurring concerns and escalate for systemic improvement.
• Support franchisee onboarding by communicating tools, resources, and expectations.
• Participate in internal operations meetings to report on trends, service gaps, and communication strategies.

Requirements

Competencies

• Strong customer service and interpersonal communication skills.
• Ability to build rapport and maintain trust with franchisees from diverse backgrounds.
• Clear written communication for outbound messages and organizational updates.
• Strong organizational skills with attention to detail.
• Ability to multitask in a fast-paced, SLA-driven environment.
• Collaborative mindset and ability to work cross-functionally.

Required Skills/Abilities

• Experience with support platforms and ticketing systems (e.g., Zendesk, Salesforce Service Cloud) preferred.
• Proficiency in Microsoft Office Suite (Outlook, Excel, Teams).
• Clear and professional verbal and written communication.
• Strong time management and prioritization skills.
• Ability to communicate effectively with individuals who speak Chin and/or Burmese.

Education and Experience

• Associate or bachelor’s degree in business, Communications, Hospitality, or a related field preferred.
• 3+ years of experience in customer support, call center operations, or franchisee relations.
• Experience working with SLAs, ticketing systems, and escalation procedures.
• Bilingual or multilingual in Chin and/or Burmese strongly preferred.

Physical Requirements

• Prolonged periods sitting at a desk and working on a computer.
• Minimal physical demands outside of standard office requirements.

Work Environment

• Office-based or remote call center environment.
• High-volume support setting with a mix of inbound and outbound communication.
• Must be available for occasional extended hours during critical operational periods.

Other Duties

Please note this job description is not designed to cover or contain a comprehensive listing of activities, duties, or responsibilities that are required of the employee for this job. Duties, responsibilities, and activities may change at any time with or without notice. All positions at GBC Food Services are considered on-site. Any alternative work arrangements are temporary and subject to change at any time, with or without advance notice.

Equal Opportunity Statement: GBC Food Services, LLC is an equal opportunity employer. We celebrate diversity and are committed to creating an inclusive environment for all employees.

Military Applicants: We value the skills and experience military veterans bring to our team. We support the hiring of returning service members and military spouses.