Customer Relations Specialist

About the Company

Home Franchise Concepts is one of the largest franchising systems in the home improvement goods and services space. The Company’s brands: Budget Blinds, The Tailored Closet, PremierGarage, AdvantaClean, Kitchen Tune-Up, Bath Tune-Up, Two Maids, Aussie Pet Mobile, Lightspeed Restoration and Concrete Craft are consistently rated at the top of their categories and supported by more than 2,500 franchise territories.

Home Franchise Concepts is a subsidiary of JM Family Enterprises, a family-owned, professionally managed diversified automotive company.

A few of the Company’s many accolades and awards include:

• Entrepreneur’s Franchise 500
• Entrepreneur’s Franchise 500 Best in Category
• Entrepreneur’s Top Low-Cost Franchise
• Entrepreneur’s Top New & Emerging Franchises
• Entrepreneur’s Top Home-based Franchises
• Entrepreneur’s Top 100 Global Franchises

Job Summary:

The Customer Relations Liaison functions as a connection between customers and franchise owners, facilitating communication and ensuring a smooth interaction between both parties. This individual will work closely with both customers and franchise owners to address inquiries and customer indications of dissatisfaction.

Supervisory Responsibilities:

• This position has no supervisory responsibilities

Duties / Responsibilities:

• Receive, respond to and monitor customer complaints, testimonials and repair requests.
• Act as a point of contact for both the customer and the franchise owner to monitor customer concerns and franchise owners proposed resolutions.
• Work closely with Brand Operations Teams to assist franchisees with customer issues.
• Keep accurate records of customer and franchise owner interactions, issues, and resolutions using customer management software or CRM systems
• Locate and connect customers to the appropriate franchisee for repair requests.
• Performs other duties as assigned by management.

Required Skills / Abilities:

• Exceptional verbal and written communication skills.
• Excellent organizational skills and attention to detail.
• Ability to work independently in a fast-paced environment.
• Ability to interact professionally with customers while showing empathy and patience, even in tense situations.
• Proficient in Microsoft Office Suite software applications, including Word and Excel.

Education Requirements:

• High School Diploma or equivalent.

Physical Requirements:

• Prolonged periods of sitting at a desk and working on a computer.
• Must be able to lift 15 pounds at times.

To perform this job successfully, an individual must be able to perform each essential job function satisfactorily.  The requirements listed above are representative of the knowledge, skill, and/or ability required.  Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

At Home Franchise Concepts, we offer a highly competitive benefits package designed to support you and your family. Our offerings include medical, dental, and vision insurance, Flexible Spending Accounts (FSAs), Health Savings Accounts (HSAs), and supplemental life insurance. Associates are also eligible for an annual discretionary bonus and can participate in our 401(k) retirement plan, which includes matching contributions equal to 100% of the first three percent of eligible compensation contributed and 50% of the next two percent. In addition, we provide 10 paid holidays, 8 paid hours for associates to volunteer in their community, and open time off to support work-life balance. During the interview process, our Talent team will be happy to share more details about our benefits and career development opportunities.

HOME FRANCHISE CONCEPTS IS PROUD TO BE AN EQUAL OPPORTUNITY EMPLOYER

Home Franchise Concepts is an Equal Employment Opportunity employer. We are committed to recruiting, hiring, retaining, and promoting qualified associates without regard to age, race, religion, color, gender, sex (including pregnancy, childbirth and related medical conditions), sexual orientation, gender identity, gender expression, mental or physical disability, national origin, marital status, citizenship, military status, genetic information, veteran status, or any other characteristic protected by federal, state, provincial, or local law.

DISABILITY ACCOMMODATIONS

If you have a disability and require a reasonable accommodation to complete the job application process, please contact HFC's Talent Acquisition department at HR@gohfc.com for assistance. If you have an accommodation request for one of our recruiting events, please notify us at least 72 hours prior so that we may provide assistance. 

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