Franchise Relations & Support Specialist

GBC Food Services; Richardson (TX); On-site; USD 55,000 - 70,000; Full time

Job summary

GBC Food Services is seeking a Franchise Relations Specialist to serve as the primary liaison with franchise partners in a call center environment. You will handle inbound/outbound inquiries, triage operational issues, and document and escalate needs according to SLAs.

The role supports franchisees who speak Chin and/or Burmese, with language skills in either language highly preferred. This office-based or remote call center role requires coordination across Operations, Supply Chain, IT, and

Qualifications

• Associate or bachelor’s degree in business, communications, or related field.
• 3+ years of experience in customer support, call center operations, or franchisee relations.
• Experience with SLAs, ticketing systems, and escalation procedures.

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 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 escalated 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.

Skills

Customer service

Communication

Time management

Multitasking

Cross-functional collaboration

Chin/Burmese communication

Education

Associate or Bachelor's degree

Tools

Zendesk

Salesforce Service Cloud

Outlook

Excel

Teams

Job description

GBC Food Services is seeking a Franchise Relations Specialist to serve as the primary liaison with franchise partners in a call center environment. You will handle inbound/outbound inquiries, triage operational issues, and document and escalate needs according to SLAs.

The role supports franchisees who speak Chin and/or Burmese, with language skills in either language highly preferred. This office-based or remote call center role requires coordination across Operations, Supply Chain, IT, and