Scalesource
Staffing and Recruiting
CustomerService&AdministrativeAssistant-FranchiseOp.
Neural analysis suggests this role is
optimal for Mid+ candidates.
“Customer Service & Administrative Assistant - Franchise Op. at Scalesource. Skills: Customer communication, Appointment scheduling, CRM management. Own all customer communication channels. Handle inbound and outbound interactions”
What You'll Achieve.
Maintain fast response times; Minimal backlog; Ensure zero dropped conversations; Ensure zero dropped leads; Ensure zero dropped appointments; Manage scheduling with accuracy; Manage follow-ups with consistency
Industry & Context.
Professional home office setup, Reliable internet, Introductory video submission
What They're Looking For.
Must Have
3+ years customer-facing experience, 3+ years administrative support experience, Handle 60+ interactions per day for 6 months, 2+ years CRM/help desk experience, Work U.S. business hours overlap, QA 90%+, CSAT 4.5/5+
Nice to Have
Pass top-tier writing assessment, Pass top-tier audio assessment
What You'll Do.
Own all customer communication channels
Handle inbound and outbound interactions
Manage appointments end-to-end
Handle light service recovery
Maintain CRM/help desk systems
Handle routine franchise support tasks
Handle billing issues
Handle franchisee matters
Handle urgent scenarios
How You'll Work.
Team & Collaboration
Internal teams
Communication Scope
Clean communication; Clear communication; Professional communication; Proactive communication
Full Job Description
**Customer Service & Administrative Assistant – Franchise Operations Support** **Location:** Remote (Work from Home) **Schedule:** Monday – Friday | 9:00 AM – 6:00 PM (PST,CST,EST) **Compensation:** $1,250 USD/month for the first 90 days / $1,500 USD/month after that. **About the Role** This is not a passive, ticket-taking customer service role. This is front-line ownership of every customer interaction across multiple franchise locations. Volume is high, expectations are clear, and execution matters every single day. If you’re the type who keeps things organized, responds fast, and takes pride in clean communication and zero dropped balls, keep reading. If you need constant direction or struggle in fast-paced environments, this won’t be the right fit. This role is the front line of franchise operations, owning the full customer communication lifecycle from first contact to resolution. You’ll handle inbound and outbound interactions, manage appointments, and keep CRM systems clean so no lead, customer, or task falls through the cracks. By taking full ownership of communication and admin workflows, you allow location managers to stay focused on operations and growth, while ensuring every customer experience is fast, organized, and consistent. **What You'll Actually Do** * _Own All Customer Communication Channels_ Inbound and outbound coverage across phone, email, SMS, and chat. No channel gets left hanging. * _Appointment Management End-to-End_ Scheduling, confirmations, reschedules, reminders, and light service recovery handled cleanly across all locations. Ship it. * _CRM / Help Desk Ownership_ Notes, tags, statuses, dispositions, and follow-up tasks kept clean and current at all times. No excuses. * _Franchise Admin Support_ Handles routine franchise support tasks so location managers and owners stay focused on operations and sales * _Escalation Management_ Billing issues, complaints, franchisee matters, and urgent scenarios handled with a clear SOP and escalation
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