Note: The job is a remote job and is open to candidates in USA. ServiceMaster® Brands is a leading provider of residential and commercial services in restoration, cleaning, moving, and bioremediation. They are seeking a Franchise Support Specialist to support a nationwide franchise network by managing customer and franchise inquiries, ensuring compliance, and contributing to operational improvements.
Responsibilities
- Manage inbound and outbound communication with customers and franchisees, handling inquiries, complaints, service requests, and operational support needs
- Serve as the primary contact for corporate‑level customer service issues, completing intake, gathering details, and documenting all cases accurately in Zendesk
- Maintain compliance and data integrity by categorizing, documenting, and managing all interactions within Zendesk
- Support claims operations by tracking claim statuses, coordinating with franchises and carriers, resolving documentation gaps, and escalating urgent issues
- Investigate and resolve customer and franchise concerns by collaborating with internal teams, field staff, and brand representatives while managing escalations effectively
- Meet key performance metrics—including response time, customer satisfaction, and resolution rates—while providing cross‑team operational support during high‑volume periods
- Contribute to process improvements through root‑cause analysis, trend identification, and reporting on ticket performance, claims activity, and operational patterns
Skills
- 1–2 years of experience supporting franchise operations, customer service, or claims‑related work required
- Demonstrated proficiency with the Zendesk ticket management system
- Ability to learn and navigate multiple software systems efficiently
- Strong technical aptitude and comfort working within digital workflows and support platforms
- Proven ability to adapt to evolving tools, processes, and operational needs
- Associate's degree or equivalent industry experience preferred
- Experience with additional platforms—such as Workday, XactAnalysis, Claims Connect, Fran‑Connect, or Dash—is beneficial
Benefits
- Medical, Dental, and Vision insurance starting the first day of the month after you’re hired
- Competitive 401(k) match to help you invest in your future
- Enjoy 15 days of paid time off, plus 10 paid holidays and 2 floating holidays to recharge and celebrate
- We’re committed to your development with career advancement and professional growth
Company Overview
ServiceMaster Restore®, the largest franchised disaster restoration company in the United States, provides mitigation and restoration services to homeowners and business owners. It was founded in 1971, and is headquartered in Atlanta, Georgia, US, with a workforce of 10001+ employees. Its website is https://www.servicemasterrestore.com/.