Customer Support Rep

Home . It’s a word that holds a special place at Bright MLS. At its core, it’s shelter. But it’s also so much more. Family. Community. Safety. A place where you can be your fullest, truest self. That’s the word that inspires all of us at Bright to do the work that we do -- Ensuring an open, clear, and competitive housing market for ALL .

Our company –and our brand –are reflective of the diverse communities that make up our market. Our employees represent a diverse mix of backgrounds, cultures and experiences, so much so that Bright’s been named as one of the most diverse employers in the area by the Washington Business Journal –2 years in a row.

Bright MLS is the engine that powers the real estate market in the Mid-Atlantic U.S. - supporting over $100B in transactions yearly. It is the single source for all data on Mid-Atlantic residential real estate - anywhere. As a Multiple Listing Service (MLS), our technology solutions connect real estate professionals with other real estate professionals and their clients, providing an open and accessible marketplace for buying and selling real estate.

We’re redefining what it means to be an MLS, and we’d love to have YOU here with us helping tell a Brighter story to the world. To learn more, please visit www.brightmls.com .

SUMMARY:

The Customer Support Rep is responsible for providing technical and customer service assistance including, but not limited to, hardware, software, application, membership, billing and first-level compliance support via various contact channels. The Customer Support Rep is also responsible for investigating and resolving customer issues and questions and providing required information and solutions.

This position is for the 11:00 AM to 8:00 PM shift, Monday through Friday.

Specific duties include but are not limited to the following essential job functions:

ESSENTIAL JOB FUNCTIONS:

• Responds to customer questions via telephone and written correspondence and thoroughly documents inquiry outcomes for accurate tracking and analysis.
• Analyzes problems and inquiries and provides accurate and timely information and solutions.
• Researches and analyzes data to address operational challenges and customer service needs and issues.
• Instructs customers on use of equipment and software for Bright MLS system.
• Answers customer inquiries using various customer channels concerning systems operation.
• Diagnoses system hardware, software and operator problems
• Recommends or performs minor remedial actions to address problems based on knowledge of system operation.
• Helps determine whether problems are caused by hardware such as modem, printer, cables or telephone.
• Partners with co-workers to research problems and find solutions. Coordinates with company staff to explain software errors and/or to recommend changes to programs.
• Assists customers in refreshing damaged files required to run Bright's MLS software including operating system files, modem and printer drivers and monitor/video drivers.
• Champions Bright MLS customer service philosophy throughout the organization
• Gathers information quickly, thoroughly and efficiently in order to assist customers.
• Creatively researches and identifies problems while working in a fast-paced environment with constantly changing priorities.
• Performs office or technical support tasks requiring a full understanding of the rules, procedures and methods of the organization.
• Applies common sense understanding to carry out detailed written or oral instructions.
• Deals with problems, involving many variables, in different situations as needed.
• Performs other duties and assignments associated with the position that are reasonably assigned to support the overall needs of the business.

REQUIRED QUALIFICATIONS:

• Typically requires a high school diploma or equivalent and 2+ years of customer service experience.
• Knowledge of MS Windows Office Suite required.
• Knowledge or ability to learn Bright's MLS system, Public Records application, Mobile application, CRM and other computer applications is required.
• Telephone etiquette and call documentation skills are essential.
• Strong customer service skills required.
• Proficient with current versions of commonly used internet browsers and operating systems preferred.
• Minimum of 1 year in-bound call center experience required.
• Experience in real estate or related industry preferred, but not required.
• Incumbent must have an in-depth knowledge of functional area and its impact on overall work environment.

It is the company's policy to recruit, hire, train and promote individuals, as well as to administer any and all personnel actions, without regard to race, religion, age, sex, marital status, sexual orientation, disability, national origin, ancestry, military status or any other unlawfully prohibited characteristic in accordance with applicable laws.