Administrative Assistant

About the Role

Provide essential support to Regional Support Center Operations Departments by delivering excellent administrative services to all Coverall regional employees and customer service support to Franchised Business Owners and their customers. Serve as the communications hub, handling incoming calls for the regional support center and Franchised Business Owners' customers, responding promptly to inquiries, requests, and concerns. Forward issues to the appropriate Franchised Business Owner, Field Service Representative, or create a ticket in FranSys. Present additional service and consumable supply programs to the Franchised Business Owner customer base where possible.

Responsibilities

• Perform receptionist duties: answer telephones, greet, and acknowledge all visitors courteously and promptly.
• Assist General Manager with potential Franchise Prospect appointment setting and correspondence as requested.
• Order and complete billing for customer supplies and office supplies from GSC-approved vendors.
• Complete Franchise Owner sales proposals within 24 hours.
• Prepare new customer and Franchise Owner files.
• Enter customer closes into FranSys and handle mail distribution and filing of customer and Franchise documentation.
• Prepare Franchise monthly statement packages and Franchise check disbursement.
• Complete Accounts Payable documentation following GSC procedures.
• Verify and perform inventory with Operations at month-end.
• Review data entry for accuracy prior to submitting to Regional Administrative Manager.
• Handle incoming calls, including questions and concerns from Franchise Business Owners' customers and Field Service Representatives, notifying Franchise Business Owners as needed.
• Send welcome emails on behalf of Franchise Business Owners to new customers.
• Enter new customers into the Staples Advantage website for future potential supply sales.
• Document all customer contacts in FranSys and create tickets for Field Service Representatives as required.
• Enter all cancellation emails/notices/phone calls as tickets for the appropriate Field Service Representative or Regional Admin Manager with supporting documents.
• Manage timeliness of ticket resolution and report outstanding tickets to the General Manager; review open tickets at weekly Operations meetings.
• Serve as the main point of contact for national account service requests and forward requests to the appropriate Field Service Representative.
• Make outbound calls on behalf of Franchise Business Owners to local customers based on requirements set by the customer.

Requirements

• High school diploma or equivalent.
• Minimum of 1 year of administrative support and customer service experience.
• Solid oral and written communication skills.
• Proficient computer data entry skills and experience with MS Office.
• Detail-oriented, strong team player, and reliable.
• Energetic, friendly, and outgoing personality.

Benefits

• Career ladder and advancement opportunities with a "promote from within" company policy.
• Paid holidays, vacation, and personal time off.
• Comprehensive benefits package including medical, dental, disability, life, and 401K.
• Tuition assistance program.
• Referral bonus.