Support Specialist

Residential and Commercial Glass Services Support Specialist (Glass/Glazing) The Glass Guru is a rapidly growing national franchise brand with over 85 locations across the U.S. As we continue to scale, we are investing in a stronger, more performance-driven digital presence to support both franchise growth and customer acquisition.   Position Overview:The Residential and Commercial Glass Services Support Specialist will assist with all aspects of franchisee field services support including measuring, pricing, installation procedures, safety, ordering and vendor relations to assist in producing successful, compliant, and profitable franchise locations. Additional projects and tasks may be assigned by the VP of Franchise Support.Benefits:

• Medical, Dental, 401k with match, and paid time off.
• Remote or hybrid flexibility for highly qualified candidates.
• *** A salary range is noted for compliance with applicable state laws.  The salary for this position may vary based on the candidate's location. We strive to offer competitive compensation that is commensurate with the local cost of living and market conditions. As a result, the final salary package will be determined after considering the candidate's skills, experience, qualifications, and the geographic location where the work will be performed.

Job Functions:

• Answer and respond to incoming field services support requests via hotline, tickets, and email
• Troubleshoot basic to complex field service and operational issues across our menu of services
• Provide clear, step-by-step guidance to franchisees 
• Standardize and enforce quality measurement protocols for all service offerings
• Create and maintain technical guides, diagrams, videos, and field resources
• Support new franchisee onboarding and field coaching
• Assist with advanced services (showers, windows, light commercial) when appropriate
• Infrequent travel to franchisee locations may be required at the request of the VP of Franchise Support
• Reduce errors, rework, and inefficiencies 

RequirementsWe are looking for hard-working, team players who possess:

• Expert glazing, windows, doors, showers install
• Hands-on glass: IGU, windows, field troubleshooting
• Expert project evaluation and field assessment
• Real-world problem-solving in customer homes
• Teaching and guiding franchisees, not just reporting
• Passionate about supporting independent owners
• Willing to travel to franchise locations

Physical Requirements:Ability to stand, walk, and move around for various and sometimes extended periods of time.  Capable of lifting and carrying objects weighing up to 50 pounds infrequently.  Must have adequate hearing abilities to effectively communicate with team members and respond to auditory cues and conduct telephonic conversations.  Stamina and resilience to handle situations that may be deemed high-stress and/or sensitive and emotionally triggering while interacting with Franchisees.  Please note that reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions of the job.  The duties and requirements listed are intended to establish the general nature of the work and are not to be considered an exhaustive list. Our company is committed to providing equal employment opportunities to all individuals, regardless of race, color, religion, sex, national origin, age, disability, sexual orientation, gender identity, genetic information, veteran status, or any other characteristic protected by applicable laws. We embrace diversity and inclusion as core values, and we strive to create a work environment that is fair, inclusive, and free from discrimination or harassment.  We believe that diversity brings a wealth of perspectives, experiences, and ideas, fostering innovation and enhancing our ability to serve our customers and communities effectively. Our hiring decisions are based on qualifications, merit, and business needs. We are dedicated to ensuring that every employee, candidate, and job applicant is treated with respect and afforded equal opportunities throughout the employment relationship.  We encourage all qualified individuals to apply for positions within our organization and join us in our commitment to diversity, equal opportunity, and creating a supportive and inclusive workplace for all. If you require any accommodations during the application or interview process, please let us know, and we will make reasonable efforts to accommodate your needs. We are an equal opportunity employer and comply with all applicable federal, state, and local laws governing nondiscrimination in employment.This position is a full time position and the candidate must reside and be eligible to legally work in the United States.  Recruiting placements, international contractors, and employment sponsorships are not being considered at this time. 

This is a remote position.

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