Franchisee Services Specialist

We are Subway Headquarters! A dedicated team of professionals supporting thousands of franchisees around the globe.

Location: Shelton

Ready for a fresh, new career? Look no further because one of the world's most iconic brands can help you get there.

Why Join Us?

At Subway, "better" is baked into our DNA. We are a brand that believes in continued improvement ... in our lives, our businesses, and our planet. From the handshake that started our very first sandwich shop to earning our position as the world's leading restaurant brands, we've always embraced change and the path ahead. And today, we're making better living easier.

Our purpose is more than the food we serve in our restaurants. It's centered on fueling healthy businesses and healthier lives. It is one of the most exciting times to join the Subway team and contribute to our transformational journey.

About the Role:

The Subway Franchise Service Specialist serves as the key liaison between the company and franchisees, providing essential support across multiple functions including project coordination, franchisee assistance, vendor management and data reporting. This role ensures sufficient operations and high-level customer service to franchisees, field teams and internal departments. Each Franchise Service Specialist is responsible for approximately 2800 restaurants each.

If you feel that this is the role for you, and you are successful with your application, be ready to be Bold, Empowered, Accountable, and ready to have Fun in a fast paced and agile working environment.

Responsibilities include but are not limited to:

• Franchisee Support: Serve as the first line of support for franchisees, MFPs, DFPs and BD offices, addressing inquiries related to field operations, procedures and policies with prompt and accurate responses. Guide franchisees through various operational processes, such as POP ordering, technology support, accounting reconciliation. Provide necessary documents and general guidance on a wide range of topics, including support of all Subway systems.
• Card and 3PD Support: Provide comprehensive franchisee payment support for gift card and credit card processing including addressing missing payments, bank changes, and chargeback disputes. Assist franchisees with accessing and interpreting reports, and guide them through AMEX and Adyen application process, both onboarding and offboarding new and existing franchisees. Each Franchise Service Specialist is responsible for onboarding / offboarding to close to 300 restaurants each year. Gift Cards and 3PD Support: Handle all payment related inquiries and issues, coordinate and collaborate with 3PD Services Providers, Gift Card Processors to trouble shoot and resolve payment related issues.
• Data Management: Update and maintain internal records, including sales entry weekly, managing BD/SMO staff changes in SUBS, updating basic fixed information, waiver management and maintaining accurate restaurant attributes in the database. Verify all restaurant info ensuring all required data is entered in SUBS. Track NRO readiness and equipment orders, collaborate with Transfers, Development and Leasing for franchisee documentation and requirements. Work with franchisees and field staff on locations with estimated sales, manually enter sales as needed.
• Supporting Company Initiatives: Handle outreach for various departments requiring franchisee action, document feedback from franchisees and field teams on company initiatives. Attend weekly meetings to ensure information sharing across teams and collaborate cross-functionally with departments and vendors to communicate critical information for successful project outcomes. Work closely with larger teams on projects, ensuring effective coordination, information sharing, and successful execution. Estimated Sales: Each Franchise Service Specialist is responsible for following up with their assigned restaurants on sales that were not reported (an average of 200 restaurants per week), which ensures proper royalty calculations impacting our overall company income. .

Skills and abilities required:

• High School Degree required.
• 3-5 years of customer service.
• Attention to Detail: Ensuring accuracy in records and data management.
• Problem Solving Skills: Ability to identify challenges and develop effective solutions.
• Teamwork and Collaboration: Working effectively with diverse teams and stakeholders.
• Adaptability: Ability to thrive in a dynamic and fast paced environment and able to adjust to changing priorities and environments.
• Customer Service Oriented: Understanding and meeting the needs of franchisees and internal stakeholders.
• Accountable: Must be able to demonstrate a strong sense of responsibility and ownership, take ownership of tasks and follow through for completion.
• Strong Organization: Efficiently manage tasks, deadlines and competing priorities, prioritizing urgent matters while maintaining long term goals.
• Previous experience with credit card processing/onboarding a plus.

What do we Offer?

• Insurance Plans
• RSP
• Competitive Bonus
• Mobility Allowance
• Tuition Reimbursement
• Company Holidays
• Volunteering time
• Many More.....

Actual pay is determined based on a number of job-related factors including skills, education, training, credentials, qualifications, scope and complexity of role responsibilities, geographic location, performance, and working conditions.

The Company is only considering applicants who are currently authorized to work in the country the position is based. AA/EOE/D/V