Franchise Field Service Representative

Coverall is one of the largest franchisors of commercial cleaning businesses in the world, supporting over 8,000 Franchised Business Owners who service more than 40,000 customers in 90 markets. We’re a leader in the industry with over 30 years of innovation and expertise. Coverall is dedicated to nurturing a collaborative, fun and high-performance culture that inspires the very best from its 500+ employees.

The FSR provides essential support to the Operations Department by delivering excellent customer service to all customers and franchise owners. The FSR coordinates the proper delivery of information relating to any customer accounts from Sales to Operations, handles incoming customer calls, and provides timely feedback of any customer concerns to Franchise Owners. The FSR is responsible for conducting customer site surveys for the Companies’ National Accounts and will accompany Franchise Owners on walk‑throughs of new customer accounts.

• Initiate calls to Franchise Business Owners, schedule and conduct in‑person walk‑throughs for new customers and returned inventory customers with Franchise Business Owners.
• Conduct walk‑throughs with Franchise Owners when a customer has requested a change in service provider.
• Conduct initial walk‑through of new National Account customer properties in preparation for the offering of the commercial cleaning contract to a Coverall Franchised Business Owner.
• Perform scheduled surveys at National Account customers.
• Gather measurements, as required, for new National Account customers or new services with existing national accounts.
• Provide primary customer service support and coordinate responses with FBO for customers who reach out to the support center.
• Document appropriate records and business forms for both Franchised Business Owners and their customers.
• Provide sales and financing options and complete necessary paperwork with FBOs who purchase new accounts and equipment.
• Work with FBO to obtain one‑time service agreements with customers for On‑Demand and Preventative Maintenance services.
• Answer general questions from franchisees regarding their monthly billing statements.
• Recommend and sell necessary supplies to franchise business owners.
• Present and discuss Coverall Supply program to customers as needed.
• Perform other duties that may be assigned to meet business needs.

• High School diploma or equivalent.
• Reliable transportation, valid driver’s license, proof of car insurance, and successful completion of a background check.
• Previous experience within the service/operations field with a strong customer‑service orientation.
• Effective communication skills with customers and franchise business owners.
• Prior sales and/or customer‑facing experience in a service business.
• Ability to act as a liaison between the Franchised Business Owners’ commercial cleaning customers and the Franchise Business Owner.
• Ability to provide direction and advice to customers and Franchise Business Owners.
• Strong ethics and values; adheres to an appropriate and effective set of core values and beliefs.
• Ability to read and interpret documents; proficiency with email, Outlook and strong computer skills.
• Drive to resolve conflicts/issues, remain calm under pressure, and be approachable.

• Base salary.
• Vehicle reimbursement program.
• Cell phone and laptop.
• Comprehensive benefits package including medical, dental, disability, life, and 401(k).
• Paid holidays, vacation, and personal time off.
• Tuition assistance program.
• Career ladder and advancement opportunities—company policy of “promote from within.”

Equal Opportunity Employer – vets/disabled.