Franchise Relations & Support Specialist

GBC Food Services, LLC.; Richardson (TX); Hybrid; USD 45,000 - 70,000; Full time

Job summary

GBC Food Services, LLC. seeks a Franchise Relations Specialist to serve as the primary liaison between the company and its franchise partners.

In a call center environment, you will provide inbound and outbound support, triage operational issues, and deliver organizational updates. You will document, prioritize, and resolve or escalate franchisee concerns per SLAs, collaborating with Operations, Supply Chain, IT, and Marketing to drive timely resolutions and strengthen partner relationships.

Qualifications

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

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 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 follow up on open issues to prevent 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.

Skills

Customer service

Interpersonal communication

Written communication

Organization

Multitasking

Collaboration

Education

Associate or Bachelor’s degree in business, communications, hospitality, or related field

Tools

Zendesk

Salesforce Service Cloud

Microsoft Office (Outlook, Excel, Teams)

Job description

GBC Food Services, LLC. seeks a Franchise Relations Specialist to serve as the primary liaison between the company and its franchise partners.

In a call center environment, you will provide inbound and outbound support, triage operational issues, and deliver organizational updates. You will document, prioritize, and resolve or escalate franchisee concerns per SLAs, collaborating with Operations, Supply Chain, IT, and Marketing to drive timely resolutions and strengthen partner relationships.