Express Employment International
Franchise Service Consultant
Express Employment International, Oklahoma City, Oklahoma, United States, 73116
Franchise Service Consultant – Express Employment International
We are seeking an experienced Franchise Service Consultant (FSR) to support our franchise offices with expert advice on operations, compliance and business solutions.
Job Summary This position requires a high level of discretion and independent judgment. The FSR will take a high volume of telephone calls daily and must accurately answer and advise franchise offices on topics covering all aspects of the business. The FSR’s responses will have a direct effect on each franchise’s operations, profit and loss, legal compliance and reputation, and community standing. The FSR must ask probing questions to accurately determine the scope and nature of any problem and then research, coach, train, and assert that solution as needed.
Position Requirements The position requires extensive training and orientation. The process lasts at least 12 weeks, primarily one‑on‑one sessions with team members. Additional orientation includes two weeks of new owner training and one week working in a franchise office.
Prior experience in business‑to‑business customer service or relationship management is a plus. Preferred characteristics include diplomatic management skills; an attitude of dedicated service; teamwork; outstanding work ethic; professional appearance; comfort with a constantly changing environment; good independent problem‑solving skills; excellent communication; skilled multitasking; a detail‑oriented approach; and success handling fast‑paced/high‑stress situations. A high school diploma is required; collegiate education is preferred.
Essential Functions
Payroll Operations: Manage office adherence to federal and state wage‑and‑hour laws and ensure the office is using best payroll practices. Frequent expertise required includes assisting the franchise in auditing payrolls for accuracy, correcting and untangling payroll errors, exporting payroll files and printing payroll checks. The FSR will confront a wide range of complex payroll issues, some made even more complicated by erroneous efforts to fix the original problem. The FSR must be able to use a forensic approach to identify errors and correct them.
Human Resources: Advise and correct franchises’ practices concerning the selection and hiring of associates, use of drug tests and background checks, and write proper documentation to avoid discrimination and liability. Apply knowledge of federal and state employment laws to circumstances and situations, including sexual harassment issues, FLSA, Civil Rights, ADA, FMLA, lunch/break times, etc. Research new or unusual situations.
Sales: Achieve expert proficiency and competence to coach franchisees/staff on the sales process, including establishing acceptable pricing (bill rates, payroll burden, and GM), documenting and tracking sales contacts, and matching Express solutions to client needs. Manage challenges with clients and direct franchises away from high‑risk prospects. Coach on use of sales and marketing materials.
Franchise Accounting: Manage atypical check issues such as lost or stolen checks, netting negative checks, and stops, flags, and reissue events. Research employer state and federal tax laws. Help franchise owners understand sales analysis and business analysis reports; research and manage correction or updating of garnishment and wage assignment issues; coordinate issuing of refunds when necessary.
Technical Support: Determine if the caller’s challenge is truly a hardware issue; if not, resolve computer use issues, including access violation errors, addition of user profiles to workstations, and other user challenges. Have thorough knowledge of e‑mail, spreadsheets, slide presentations, and proprietary programs, and be able to explain features and troubleshoot accordingly. Log hardware and technical issues and forward to the first available technician. Identify call patterns that may indicate a system‑wide or area trend.
Accounts Receivable: Retrieve and interpret aging reports and explain transactions. Assist the franchise in write‑offs and deletion of incorrect direct hire invoices, and use the E1 system to identify client payment activity. Use independent judgment to determine whether to approve a credit memo, unsatisfactory work adjustment, and other transactions desired by the franchise.
Benefits: Advise and educate on vacation/holiday availability, associate benefit eligibility, provisions of the insurance/401K/ scholarship/etc., enrollment procedures, enrollment deadlines, cancellation procedures, insurance premium deductions, claims processing, COBRA eligibility, and online reports and forms.
Sales/Marketing: Explain and promote all contests, campaigns, events and marketing initiatives. Direct franchises to appropriate sales and marketing materials and explain their use. Keep up with newsletters and topics. Assist at ILC and Summit meetings upon request. Track franchise successes and celebrate achievements.
Risk: Help franchises minimize risk in all areas. Direct a franchise through the worker’s compensation claim process, be alert for opportunities to place injured workers on light duty assignments, and be aware of positions that may incur greater risk than is acceptable. Calculate rate costs; explain bonding; recognize liability issues; and direct a franchise how to avoid unemployment claims with practices and documentation.
Franchise Development: Preserve ISO certification. Maintain a complete understanding of the application process, Procedures Manual, Franchisee Handbook, FastFinder, Social Security Number verification procedures, and more. Prepare for regular and ongoing training on any new processes and products.
Express University/Training: Instruct franchisee/staff on registration process, development plans, certifications, resetting passwords or accounts, addressing operational, conceptual and technical questions such as basic usage instruction, course content validity, and browser settings.
Reports: Provide weekly, monthly, quarterly, yearly AS/400 reports as requested by offices. Be knowledgeable on the wide array of reports available and creatively meet franchise information needs. Exercise discretion concerning who is an appropriate recipient of sensitive report information.
Programs/Vendors: Train and recommend uses for any and all third‑party vendor products, including but not limited to ProveIt, Job Boards, Exact Target, Call Em All, etc.
Outgoing Calls: Follow‑up with questions, research and individual assistance. Update offices on coaching daily activities, support processes and motivate performance. Acknowledge offices when they reach all‑time highs in hours/clients, achieve Circle status, celebrate birthdays and anniversaries.
Oversight/Auditing: Notice and investigate aberrant/anomalous transactions and data. Identify and evaluate errors and problems. Counsel and direct franchise to correct issues.
Policy/Process Assessments and Updates: Identify when circumstances require alterations to existing policies or the creation of new policies. Craft policies and training individually or as part of a team.
Working Conditions
Sits for extended periods of time.
Answers incoming phone calls and intermittently makes outgoing calls.
Frequently required to use arms and hands to use a personal computer and other office equipment and to reach, handle and hand‑carry materials.
Occasional high stress due to multi‑tasking and demanding customer service environment.
Reads from text materials, computer monitor, and other sources as required in an office environment.
Seniority level Entry level
Employment type Full‑time
Job function Consulting, Information Technology, and Sales
Industries Staffing and Recruiting
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Job Summary This position requires a high level of discretion and independent judgment. The FSR will take a high volume of telephone calls daily and must accurately answer and advise franchise offices on topics covering all aspects of the business. The FSR’s responses will have a direct effect on each franchise’s operations, profit and loss, legal compliance and reputation, and community standing. The FSR must ask probing questions to accurately determine the scope and nature of any problem and then research, coach, train, and assert that solution as needed.
Position Requirements The position requires extensive training and orientation. The process lasts at least 12 weeks, primarily one‑on‑one sessions with team members. Additional orientation includes two weeks of new owner training and one week working in a franchise office.
Prior experience in business‑to‑business customer service or relationship management is a plus. Preferred characteristics include diplomatic management skills; an attitude of dedicated service; teamwork; outstanding work ethic; professional appearance; comfort with a constantly changing environment; good independent problem‑solving skills; excellent communication; skilled multitasking; a detail‑oriented approach; and success handling fast‑paced/high‑stress situations. A high school diploma is required; collegiate education is preferred.
Essential Functions
Payroll Operations: Manage office adherence to federal and state wage‑and‑hour laws and ensure the office is using best payroll practices. Frequent expertise required includes assisting the franchise in auditing payrolls for accuracy, correcting and untangling payroll errors, exporting payroll files and printing payroll checks. The FSR will confront a wide range of complex payroll issues, some made even more complicated by erroneous efforts to fix the original problem. The FSR must be able to use a forensic approach to identify errors and correct them.
Human Resources: Advise and correct franchises’ practices concerning the selection and hiring of associates, use of drug tests and background checks, and write proper documentation to avoid discrimination and liability. Apply knowledge of federal and state employment laws to circumstances and situations, including sexual harassment issues, FLSA, Civil Rights, ADA, FMLA, lunch/break times, etc. Research new or unusual situations.
Sales: Achieve expert proficiency and competence to coach franchisees/staff on the sales process, including establishing acceptable pricing (bill rates, payroll burden, and GM), documenting and tracking sales contacts, and matching Express solutions to client needs. Manage challenges with clients and direct franchises away from high‑risk prospects. Coach on use of sales and marketing materials.
Franchise Accounting: Manage atypical check issues such as lost or stolen checks, netting negative checks, and stops, flags, and reissue events. Research employer state and federal tax laws. Help franchise owners understand sales analysis and business analysis reports; research and manage correction or updating of garnishment and wage assignment issues; coordinate issuing of refunds when necessary.
Technical Support: Determine if the caller’s challenge is truly a hardware issue; if not, resolve computer use issues, including access violation errors, addition of user profiles to workstations, and other user challenges. Have thorough knowledge of e‑mail, spreadsheets, slide presentations, and proprietary programs, and be able to explain features and troubleshoot accordingly. Log hardware and technical issues and forward to the first available technician. Identify call patterns that may indicate a system‑wide or area trend.
Accounts Receivable: Retrieve and interpret aging reports and explain transactions. Assist the franchise in write‑offs and deletion of incorrect direct hire invoices, and use the E1 system to identify client payment activity. Use independent judgment to determine whether to approve a credit memo, unsatisfactory work adjustment, and other transactions desired by the franchise.
Benefits: Advise and educate on vacation/holiday availability, associate benefit eligibility, provisions of the insurance/401K/ scholarship/etc., enrollment procedures, enrollment deadlines, cancellation procedures, insurance premium deductions, claims processing, COBRA eligibility, and online reports and forms.
Sales/Marketing: Explain and promote all contests, campaigns, events and marketing initiatives. Direct franchises to appropriate sales and marketing materials and explain their use. Keep up with newsletters and topics. Assist at ILC and Summit meetings upon request. Track franchise successes and celebrate achievements.
Risk: Help franchises minimize risk in all areas. Direct a franchise through the worker’s compensation claim process, be alert for opportunities to place injured workers on light duty assignments, and be aware of positions that may incur greater risk than is acceptable. Calculate rate costs; explain bonding; recognize liability issues; and direct a franchise how to avoid unemployment claims with practices and documentation.
Franchise Development: Preserve ISO certification. Maintain a complete understanding of the application process, Procedures Manual, Franchisee Handbook, FastFinder, Social Security Number verification procedures, and more. Prepare for regular and ongoing training on any new processes and products.
Express University/Training: Instruct franchisee/staff on registration process, development plans, certifications, resetting passwords or accounts, addressing operational, conceptual and technical questions such as basic usage instruction, course content validity, and browser settings.
Reports: Provide weekly, monthly, quarterly, yearly AS/400 reports as requested by offices. Be knowledgeable on the wide array of reports available and creatively meet franchise information needs. Exercise discretion concerning who is an appropriate recipient of sensitive report information.
Programs/Vendors: Train and recommend uses for any and all third‑party vendor products, including but not limited to ProveIt, Job Boards, Exact Target, Call Em All, etc.
Outgoing Calls: Follow‑up with questions, research and individual assistance. Update offices on coaching daily activities, support processes and motivate performance. Acknowledge offices when they reach all‑time highs in hours/clients, achieve Circle status, celebrate birthdays and anniversaries.
Oversight/Auditing: Notice and investigate aberrant/anomalous transactions and data. Identify and evaluate errors and problems. Counsel and direct franchise to correct issues.
Policy/Process Assessments and Updates: Identify when circumstances require alterations to existing policies or the creation of new policies. Craft policies and training individually or as part of a team.
Working Conditions
Sits for extended periods of time.
Answers incoming phone calls and intermittently makes outgoing calls.
Frequently required to use arms and hands to use a personal computer and other office equipment and to reach, handle and hand‑carry materials.
Occasional high stress due to multi‑tasking and demanding customer service environment.
Reads from text materials, computer monitor, and other sources as required in an office environment.
Seniority level Entry level
Employment type Full‑time
Job function Consulting, Information Technology, and Sales
Industries Staffing and Recruiting
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