About the Role

The Member Support Specialist serves as the first point of contact for more than 5,000 IPC Members who are Subway® franchisees in the U.S. and Canada. This role requires exceptional communications and problem-solving skills, as you’ll be responsible for managing business relationships with members, troubleshooting issues, and providing timely resolutions. As a key representative of IPC, you’ll help ensure smooth operations for our members by offering support on a variety of supply chain and brand topics. You’ll play a vital role in maintaining high standards of service and excellence in a fast-paced environment, helping deliver a best-in-class member experience.

Overview

Identify, troubleshoot, and resolve issues related to specific projects, ensuring timely resolution. Provide exceptional customer service while building and maintaining business relationships with IPC members from designated regions. Manage multiple tasks simultaneously, prioritizing effectively to meet deadlines and performance metrics.

Essential Duties and Responsibilities:

• Handle first-level escalations for departmental programs.

• Maintain a same day or 24-hour SLA for email and voicemail responses (depending on the time of day received), and a 2-hour SLA for operationally critical items.

• Manage a caseload with consistent follow-ups, ensuring they are completed within 48 hours.

• Document daily assigned tasks and plans as applicable.

• Serve as back-up to other team specialists when necessary.

• Prioritize tasks and manage time effectively to meet deadlines and maintain productivity.

• Perform other duties as needed or assigned.

Skills, Abilities, Competencies:

• Strong verbal and written communication skills.

• Ability to handle high-pressure situations and provide solutions.

• Strong organizational, time management, and problem-solving skills.

• Ability to build and maintain business relationships with stakeholders (IPC members and business leads).

Qualifications and Experience:

• 3+ years of experience in an office or call center environment.

• Equivalent combination of education and experience.

Leadership Responsibility: None

Travel: This job does not require travel.

Work Conditions:

The physical demands described here are representative of those that must be met by an employee to successfully perform the essential functions of this job. This job is operated in a professional office environment located in Miami, FL. This role routinely uses standard office equipment such as computers, phones, photocopiers, and filing cabinets. While performing the duties of this job, the employee is regularly sitting for long periods of time. Compliant with the ADA, reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions of the job.

This is a full-time position. Standard office hours of Monday through Friday, 8:30 AM to 5:00 PM EST. This position may require additional work hours outside these work hours, including weekends to complete job requirements.

The above job description is meant to describe the general nature and level of work being performed; it is not intended to be an exhaustive list of all responsibilities, duties, and skills required for the position. Team Members maybe required to perform other duties as requested by their leader(s) in compliance with Federal and State laws.