Franchise Customer Service Manager Job Description [Updated for 2025]

In the fast-paced franchise industry, the importance of customer service managers cannot be overstated.

As businesses continue to grow and evolve, so does the need for capable professionals who can guide, nurture, and enhance our customer service operations.

But what does a Franchise Customer Service Manager truly do?

Whether you are:

• A job seeker trying to understand the core of this role,
• A hiring manager preparing the perfect job description,
• Or simply curious about the intricacies of customer service management in franchises,

You’ve come to the right place.

Today, we present to you a customizable Franchise Customer Service Manager job description template, designed for effortless posting on job boards or career sites.

Let’s dive right into it.

Franchise Customer Service Manager Duties and Responsibilities

A Franchise Customer Service Manager oversees customer service operations across all franchise locations.

They work to ensure a high level of customer satisfaction, develop customer service policies and procedures, manage team training and performance, and contribute to business development and revenue generation.

Their duties and responsibilities include:

• Developing and implementing customer service policies and procedures across all franchise locations
• Training and mentoring customer service team to deliver a high standard of customer service
• Managing and overseeing customer service operations across all franchise locations
• Handling and resolving escalated customer complaints and issues
• Collaborating with franchise owners and managers to ensure consistent customer service standards
• Collecting and analyzing customer service data to monitor performance and make improvements
• Working with marketing and sales teams to drive customer retention and satisfaction
• Assessing and addressing performance issues within the customer service team
• Creating and distributing instructional material or guides for better customer handling
• Participating in recruitment and hiring of customer service staff

 

Franchise Customer Service Manager Job Description Template

Job Brief

We are looking for a dedicated Franchise Customer Service Manager to oversee the customer service operations of our franchises.

The role involves ensuring customer satisfaction, resolving complaints, enhancing service delivery, and implementing customer service policies.

The ideal candidate is an excellent communicator with a strong commitment to customer service.

They should also have experience in managing customer service teams in a franchise setting.

 

Responsibilities

• Develop and implement customer service policies for franchises
• Manage and lead a team of customer service representatives
• Resolve customer complaints and handle major incidents
• Work closely with franchise owners to ensure consistent service delivery
• Monitor and report on franchise customer service performance
• Provide training and support to customer service staff
• Engage with customers regularly to gain feedback and drive satisfaction
• Develop customer service procedures, policies, and standards for franchises
• Ensure franchise compliance with company customer service standards
• Identify and implement strategies to improve quality of service, productivity and profitability

 

Qualifications

• Proven experience as a Customer Service Manager or similar role
• Experience in a franchise setting is strongly preferred
• Excellent communication and leadership skills
• Ability to manage and motivate a team
• Understanding of customer service practices and principles
• Experience with CRM software and customer service tools
• Strong problem-solving and decision-making skills
• BSc degree in Business Administration or relevant field

 

Benefits

• 401(k)
• Health insurance
• Dental insurance
• Retirement plan
• Paid time off
• Professional development opportunities

 

Additional Information

• Job Title: Franchise Customer Service Manager
• Work Environment: Office setting with occasional travel to franchise locations. Some remote work may be possible.
• Reporting Structure: Reports to the Director of Franchise Operations.
• Salary: Salary is based upon candidate experience and qualifications, as well as market and business considerations.
• Pay Range: $65,000 minimum to $95,000 maximum
• Location: [City, State] (specify the location or indicate if remote)
• Employment Type: Full-time
• Equal Opportunity Statement: We are an equal opportunity employer and value diversity at our company. We do not discriminate on the basis of race, religion, color, national origin, gender, sexual orientation, age, marital status, veteran status, or disability status.
• Application Instructions: Please submit your resume and a cover letter outlining your qualifications and experience to [email address or application portal].

 

What Does a Franchise Customer Service Manager Do?

A Franchise Customer Service Manager oversees the customer service operations for a company’s franchises.

They work closely with franchise owners to ensure that customer service procedures and standards are being met and upheld.

This role involves developing and implementing customer service policies, handling customer complaints and queries, and monitoring the overall customer satisfaction levels.

They are often in charge of training franchise staff on customer service techniques and company standards.

They also coordinate with the central management team to align customer service strategies and goals across all franchises.

They are responsible for ensuring that franchisees adhere to the brand’s customer service guidelines and maintaining the reputation and integrity of the brand.

A Franchise Customer Service Manager usually works with data and analytics to identify opportunities for service improvements and to measure the effectiveness of customer service initiatives.

They may also be involved in other aspects of franchise operations such as marketing, sales, and operations depending on the size and structure of the franchise network.

Their ultimate goal is to ensure a consistent and high-quality customer service experience across all franchise locations.

 

Franchise Customer Service Manager Qualifications and Skills

A proficient Franchise Customer Service Manager should have the skills and qualifications that align with your job description, such as:

• Strong leadership skills to effectively manage and guide the customer service team in providing exceptional service to franchisees.
• Excellent interpersonal skills to build and maintain strong relationships with franchisees, helping to resolve any conflicts or issues that may arise.
• Problem-solving skills to identify and address customer service issues promptly and effectively, ensuring customer satisfaction and retention.
• Communication skills to clearly and effectively convey information to franchisees, as well as listen to and understand their concerns and feedback.
• Organizational skills to manage multiple tasks simultaneously, ensuring all customer service operations run smoothly and efficiently.
• Understanding of franchise operations and business development to align customer service practices with overall franchise goals and objectives.
• Customer service skills to ensure all interactions with franchisees are positive and professional, fostering a strong relationship between the franchise and its partners.
• Analytical skills to review customer service data and metrics, identify trends and opportunities for improvement, and implement necessary changes.

 

Franchise Customer Service Manager Experience Requirements

Candidates for the role of Franchise Customer Service Manager usually have a minimum of 3-5 years of experience in a customer service position.

This experience can be gained through various roles such as Customer Service Representative, Customer Service Associate, or Client Relations Specialist in different industries.

Often, employers prefer those who have experience specifically in a franchise setting, since the unique dynamics of managing customer service for a franchise requires knowledge of its operations, policies, and procedures.

Candidates with more than 5 years of experience in customer service, and at least 2 years in a supervisory or managerial role, are typically considered for this role.

These individuals would have gained substantial experience managing a team, handling escalated customer service issues, and implementing customer service strategies.

Moreover, for this role, experience with CRM software, data analysis, and customer service metrics is also beneficial.

Those with more than 7 years of experience, and a proven track record of improving customer service satisfaction within a franchise, might be ready for a more senior role such as Franchise Customer Service Director.

 

Franchise Customer Service Manager Education and Training Requirements

A Franchise Customer Service Manager typically holds a bachelor’s degree in business administration, management, or a related field.

They need to have a robust understanding of customer service principles and practices, as well as a strong knowledge of business operations, particularly in a franchise model.

The role requires prior experience in a managerial or supervisory role, ideally within a customer service setting.

This experience often comes from job-specific training and on-the-job experience.

In addition to these, some franchises may require that the Franchise Customer Service Manager holds a certification in customer service or management.

Such certifications can help demonstrate a candidate’s dedication to the role and their professional development.

Certain roles may demand a master’s degree in business administration or a related field, especially in larger or more complex franchises.

These advanced degrees can showcase a candidate’s leadership potential and ability to handle intricate business operations.

Continuous professional development is vital in this role, as it helps stay abreast of the latest customer service trends, franchise regulations, and management techniques.

 

Franchise Customer Service Manager Salary Expectations

A Franchise Customer Service Manager can expect to earn an average salary of $60,895 (USD) per year.

However, the actual compensation can significantly vary depending on factors such as experience, geographical location, size and profitability of the franchise, and the industry sector.

 

Franchise Customer Service Manager Job Description FAQs

What skills does a Franchise Customer Service Manager need?

Franchise Customer Service Managers need strong leadership and team management skills to effectively guide their team.

They should possess excellent communication and interpersonal skills to interact with franchisees and customers.

Problem-solving skills are also crucial in this role to handle and resolve customer complaints.

It’s also beneficial if they have good organizational skills and the ability to multitask.

 

Do Franchise Customer Service Managers need a degree?

While a degree is not always necessary, having a degree in Business Administration, Marketing, or a related field can be beneficial.

Most importantly, they should have a solid background in customer service and, ideally, some experience in a franchising environment.

A deep understanding of the franchise’s products or services is also essential.

 

What should you look for in a Franchise Customer Service Manager resume?

Look for evidence of customer service experience, especially in a managerial role.

A good Franchise Customer Service Manager will have a record of resolving customer issues effectively and maintaining high customer satisfaction levels.

Any experience in a franchising environment will be a bonus.

It’s also beneficial if they have experience in training and managing a team.

 

What qualities make a good Franchise Customer Service Manager?

A good Franchise Customer Service Manager is patient, empathetic, and excellent at handling difficult situations.

They should also be great team leaders, capable of motivating and guiding their team to provide the best possible customer service.

They should be proactive problem-solvers who can identify potential issues before they arise and find effective solutions.

 

Is it difficult to hire a Franchise Customer Service Manager?

Finding a suitable Franchise Customer Service Manager can be challenging because it requires a combination of strong customer service skills, leadership abilities, and understanding of the franchising industry.

To attract the right candidates, you should offer competitive compensation, opportunities for career progression, and a positive work environment.

 

Conclusion

And there you have it.

Today, we’ve shed light on the intricate dynamics of being a Franchise Customer Service Manager.

Surprise, surprise?

It’s not just about addressing customer complaints.

It’s about orchestrating harmonious brand experiences, one customer interaction at a time.

Armed with our detailed Franchise Customer Service Manager job description template and real-life examples, you’re ready to make a leap.

But why stop just yet?

Immerse yourself further with our job description generator. It’s your guide to crafting precise job listings or sharpening your resume to perfection.

Remember:

Every customer interaction is a part of a larger brand experience.

Let’s create those experiences. Together.

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