Franchise Support Administrator

Job Summary:

SYNERGY HomeCare (SHC), the fastest-growing franchisor of non-medical in-home care, is expanding its team with the addition of a Franchise Support Administrator. Reporting to the Dir Franchise Platform Support, this role will be instrumental in managing and maintaining our home care platform. The Franchise Support Administrator will provide support to the FSC staff, while also providing phone-based support to Franchise Partners and Designated Managers within the SYNERGY HomeCare network. 

The Franchise Support Administrator role can be remote-based anywhere in the U.S., and operates as part of a franchise support team located in the Phoenix, Arizona metropolitan area.

Duties/Responsibilities:

• General Admin Support:
  • FP communications
    • responsible for certain written correspondence with FPs and oversight of basic programs and systems
  • Information collection and data entry
    • manage FP database
    • collect and monitor COIs
    • assist with project management for key operations projects
    • license renewals - ensure current state and/or biz license on file
    • updated zip code lists for FA renewals
    • admin for FP onboarding: Ops manual and FSP access - NDA for new FP training
    • office moves - updating addresses
    • keep franchisee demographic and contact info current with relevant vendors
    • coordinate FP recognition and rewards programs
  • Monitoring workflow
    • manage closure checklists for closing offices
    • overseeing satellite office setup
• Admin Support for HomeCare Platform:
  • Manage incoming operational support request via FreshDesk ticketing system
  • Email requests and manage ops manual access
  • Password resets for all systems
  • Create user access for systems account setup as needed
  • Lead routing for unmatched leads from national accounts, call center, etc.
  • Monitor unanswered calls/leads
  • Mapping - Naming, pull reports, etc.
  • New owner announcement to neighbors (determine how to automate)
  • Send POSH briefs to FranDev 
  • Manage email templates in FranConnect software
• Attend scheduled virtual and in-person meetings, SYNERGY HomeCare University training, and our Annual Franchise Convention.

Required Skills/Abilities:

• Strong interpersonal, communication, and relationship building skills.
• Excellent organizational skills and attention to detail.
• Exemplifies the SYNERGY HomeCare culture of empowerment and accountability:
  • Guide with Purpose
  • Create a Sense of Ease
  • Lead with Passion & Resilience
  • Be Intuitively Personal
• Excellent verbal and written communication skills.
• Basic understanding of administrative and clerical procedures and systems such as filing.
• Proficient with Microsoft Office Suite or related software.
• Excellent organizational skills and attention to detail.
• Ability to work independently.

Education and Experience:

• Bachelor’s degree in a related field or equivalent combination of education and experience
• Three to five years of experience in an administrative role.

Physical Requirements:

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