Express Employment International · 11 hours ago
Franchise Service Consultant
Oklahoma City, OK
Full-time
Onsite
Mid LevelExpress Employment International is seeking a Franchise Service Consultant who will provide expert support to franchise offices on various operational topics. The role involves managing customer service inquiries, advising on HR practices, and ensuring compliance with federal and state laws while maintaining a high level of discretion and independent judgment.
Staffing & Recruiting
Responsibilities
The FSR must become an expert at all aspects of the franchise and its operations
Manage office adherence to federal and state wage-and-hour laws and ensure the office is using best payroll practices
Advise and correct franchises’ practices concerning the selection and hiring of associates, use of drug tests and background checks, and write proper documentation to avoid discrimination and liability
Achieve expert proficiency and competence to coach franchisees/staff on the sales process, including establishing acceptable pricing, documenting and tracking sales contacts, and matching Express solutions to client needs
The FSR will have a primary role in the management of atypical check issues, such as lost or stolen checks, netting negative checks, and stops, flags, and reissue events
Determine if the caller’s challenge is truly a hardware issue; if not, the FSR will help resolve computer use issues, including access violation errors, addition of user profiles to workstations, and other user challenges
The FSR must be able to retrieve and interpret aging reports and explain transactions
The FSR must advise and educate on vacation/holiday availability, associate benefit eligibility, provisions of the insurance/401K/scholarship/etc., enrollment procedures, enrollment deadlines, cancellation procedures, insurance premium deductions, claims processing, COBRA eligibility, and on-line reports and forms
Must be able to explain and promote all contests, campaigns, events and marketing initiatives
The FSR takes on a key role in helping franchises minimize risk in all areas
ISO certification is a high priority for Express Services, and by extension the FSR is a fundamental part of preserving that certification
Achieve expert proficiency and competence to instruct the franchisee/staff on the registration process, development plans, and certifications
Provide weekly, monthly, quarterly, yearly AS/400 reports as requested by offices for continued service to their clients
The FSR must be able to train and recommend uses for any and all 3rd party vendor products, including but not limited to: ProveIt, Job Boards, Exact Target, Call Em All, etc
Regularly and as needed to follow-up with questions, research and individual assistance
Throughout the course of daily work, the FSR is responsible for noticing and investigating aberrant/anomalous transactions and data
The FSR must be able to identify when circumstances require alterations to existing policies, or the creation of new policies to accommodate new developments
Qualification
Required
High school diploma is required
Extensive training and orientation lasting at least 12 weeks
Ability to take a high volume of telephone calls daily
Ability to accurately answer and advise franchise offices on topics covering all aspects of the business
Ability to ask probing questions to accurately determine the scope and nature of any problem
Ability to research, coach, train, and assert solutions as needed
Ability to identify and resolve issues confronting offices and employees
Ability to recognize unforeseen situations that arise daily
Ability to exercise authority as a de facto manager to direct the franchise
Ability to manage payroll operations and ensure adherence to federal and state wage-and-hour laws
Ability to advise and correct franchises' practices concerning human resources
Ability to achieve expert proficiency in sales processes and coach franchisees/staff
Ability to manage atypical check issues in franchise accounting
Ability to determine if a caller's challenge is a hardware issue and resolve computer use issues
Ability to retrieve and interpret aging reports and explain transactions in accounts receivable
Ability to advise and educate on benefits and enrollment procedures
Ability to explain and promote sales and marketing initiatives
Ability to help franchises minimize risk in all areas
Ability to understand the application process for ISO certification
Ability to instruct franchisee/staff on registration process and development plans
Ability to provide various reports as requested by offices
Ability to train and recommend uses for 3rd party vendor products
Ability to make outgoing calls for follow-up and support
Ability to notice and investigate aberrant/anomalous transactions and data
Ability to identify when alterations to existing policies are required
Preferred
Prior experience in business-to-business customer service or relationship management is a plus
Diplomatic management skills
An attitude of dedicated service
Working well in a team
Outstanding work ethic
Professional appearance
Comfort with a constantly changing environment
Good independent problem-solving skills
Excellent communication
Skilled multi-tasking
A detail-oriented approach
Success handling fast-paced/high-stress situations
College education is preferred
Benefits
Insurance
401K
Scholarship
Company
Express Employment International
Founded in 1983 and corporately headquartered in Oklahoma City, Express Employment International supports the Express Employment Professionals franchise and related brands.
Founded in 1983
10001+ employees
Funding
Current Stage
Late StageLeadership Team
Bob Funk Sr.
Co-Founder, President and Board Member
ELLIOTT EISEMAN
PRESIDENT & CO-FOUNDER
Recent News
Express Employment Professionals
2025-10-03
Express Employment Professionals
2025-09-24
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