Job Overview:
The Franchise Business Coach is critical in helping Stratus execute on our mission of “Equipping our Franchise Owners to build great business for a greater purpose.” The Franchise Business Coach partners with our Unit Franchise Owners (FO) to ensure client satisfaction in the performance of routine janitorial services. The Operations department is primarily responsible for equipping Franchise Owners with the best training, tools and support, which will enable them to retain their clients and be successful. This is a full-time salaried position primarily working days, and occasionally nights and weekends.
Specific Duties:
· Primarily responsible for retaining clients by executing the Stratus Operating System in collaboration with our Unit FOs
· Serve as a coach to individual franchise owners to help them build the skill set, they need to build great businesses.
· Visit clients, perform routine inspections, and ensure the cleaning schedule is being executed to the client’s satisfaction.
· Analyze the root cause of any service concerns, then collaborate with the Unit FO to ensure client concerns are addressed
· Prepare and present proposed solutions for special service needs for our customers such as hard floor care, pressure washing, window cleaning, and carpet care.
· Coordinate and ensure the success of the start of service for new customers
· Coordinate and ensure the success of account transfers from one Unit FO to another
· Coordinate field training and development opportunities for our Unit Franchise Owners.
Skills Needed:
· Bilingual: English & Spanish required
· Excellent customer service and complaint management skills
· Be able to resolve a wide range of cleaning issues effectively and efficiently
· Be diligent with follow-up and follow-through with customers, Unit FOs and office team daily
· Able to work evenings and weekends when needed for account starts and field training
· Strong communication skills (both oral and written)
· Ability to build strong professional relationships with clients and franchise owners
- Ability to resolve conflicts / issues and use them as opportunities for the growth of our Unit FOs
Key Character Traits:
· Positive Demeanor: Puts good energy into the world and enjoys interacting with people
· Detail Oriented: The type of person that understands that how you do the little things is how you do everything
· Organized: Ability to multitask and prioritize many tasks without “dropping any balls”
· High Integrity and Trustworthiness: Someone who does the right thing even when no one is watching
· Self-Directed and Motivated: Without someone looking over your shoulder
Job Type: Full-time
Pay: $40,000.00 - $70,000.00 per year
Benefits:
Schedule:
- Monday to Friday
- Weekends as needed
Language:
Work Location: In person
