[Hiring] Customer Service & Administrative Assistant @Scalesource

Role Description

This is not a passive, ticket-taking customer service role. This is front-line ownership of every customer interaction across multiple franchise locations. Volume is high, expectations are clear, and execution matters every single day.

If you’re the type who keeps things organized, responds fast, and takes pride in clean communication and zero dropped balls, keep reading. If you need constant direction or struggle in fast-paced environments, this won’t be the right fit.

This role is the front line of franchise operations, owning the full customer communication lifecycle from first contact to resolution. You’ll handle inbound and outbound interactions, manage appointments, and keep CRM systems clean so no lead, customer, or task falls through the cracks.

By taking full ownership of communication and admin workflows, you allow location managers to stay focused on operations and growth, while ensuring every customer experience is fast, organized, and consistent.

What You'll Actually Do

• Own All Customer Communication Channels: Inbound and outbound coverage across phone, email, SMS, and chat. No channel gets left hanging.
• Appointment Management End-to-End: Scheduling, confirmations, reschedules, reminders, and light service recovery handled cleanly across all locations.
• CRM / Help Desk Ownership: Notes, tags, statuses, dispositions, and follow-up tasks kept clean and current at all times. No excuses.
• Franchise Admin Support: Handles routine franchise support tasks so location managers and owners stay focused on operations and sales.
• Escalation Management: Billing issues, complaints, franchisee matters, and urgent scenarios handled with a clear SOP and escalation matrix set at onboarding.

Expectations

• Maintain fast response times across all channels (phone, email, SMS, chat) with minimal backlog.
• Handle high daily volume (60+ interactions) without sacrificing quality or tone.
• Keep CRM/help desk systems 100% clean and updated (notes, tags, follow-ups, statuses).
• Ensure zero dropped conversations, leads, or appointments across locations.
• Manage scheduling and follow-ups with accuracy and consistency.
• Communicate clearly, professionally, and proactively with customers and internal teams.
• Follow SOPs for escalations while using good judgment under pressure.
• Show ownership, reliability, and accountability in day-to-day execution.

Qualifications

• 3+ years of experience in customer-facing or administrative support roles.
• Proven ability to handle 60+ customer interactions per day for at least 6 consecutive months.
• 2+ years of experience with CRM/help desk platforms (Zendesk, HubSpot, Salesforce, ServiceTitan, or similar).
• Availability to work U.S. business hours overlap (minimum 6 hours/day, 5 days/week).
• Strong performance track record: QA 90%+, CSAT 4.5/5+, or ability to pass a top-tier writing and audio assessment.

Benefits

• Faster Hiring Process: We move quickly, communicate clearly, and don’t leave candidates guessing.
• Better Role Matching: You’re placed in roles where you can actually perform and grow, not just fill a seat.
• Real Upside: Strong performers unlock raises, long-term stability, and future opportunities.
• Work With U.S. Operators: Direct exposure to franchise owners and operators focused on growth and execution.
• Real Ownership: Your work directly impacts operations. Less bureaucracy, more responsibility from day one.
• Multi-Location Exposure: Work across multiple franchise locations and learn how scalable operations actually run.
• Professional home office setup and reliable internet.
• Introductory video submission required as part of the recruitment process.