H&R Block Franchise Support Specialist in Kansas City, Missouri
Franchise Support Specialist
This position provides support to the centralized franchise support team. Responsibilities will address a wide range of operational, logistical and client service issues. Individuals in this role will need to develop strong knowledge of systems, processes, policy and procedure that impact day-to-day operations and preparation for client service. This individual will provide assistance with escalated issues and follow-up as needed to provide solutions to franchisee questions. The Franchise Support Specialist will report to the Franchise Support Lead.
Assist with providing end to end issue resolution for franchisees’ operational and logistical issues/questions
Includes, but is not limited to, assistance with client service issues, technical or procedural questions/issues, conducting basic application training, coaching on systems navigation, answering “How-to” questions, etc.
Support assigned compliance activities to include tracking compliance with directives, coordinating follow-up with non-compliant franchisees, and escalating through the designated chain of command, as appropriate.
Gather information from various support groups necessary to follow-up on unresolved issues. Gather information via written communication and interacting personally with the appropriate individuals.
Coordinate responses to franchisees through Franchise Support Manager and Senior Franchise Support Manager.
Assist new franchisees with post-close on boarding/ integration activities, in coordination with the Integration support team, the Franchise Consultant and the local District Manager(s) in order to maximize potential for first-year success for the new franchisee.
Work with reporting systems to create reports, understand the output, and provide pertinent information to Franchise Support Managers, Franchisees, and field leadership as appropriate, in support of Franchise operations
Provide support to the franchise support team as assigned.
1-2 years operational experience in retail, service or similar work environments
Strong comfort level learning and working with reporting systems
Ability to solve problems, and to coordinate with others to help solve problems
Effective oral, written and interpersonal communication skills
Ability to develop effective relationships
Ability to work independently.
Ability to multi-task and strong organizational and planning skills.
Ability to work effectively in a team environment.
- Knowledge of H&R Block Field US Tax organization, systems and processes, and in particular, of Block franchise operations.
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One H&R Block Way