Customer Service Representative

Job description
General Summary...
The real estate industry has rapidly progressed with new Multiple Listing Service (MLS) programs and tools for Realtors?, retail buyers, and other industry stakeholders. While new entrants to the marketplace continually drive change, at MRED we believe that MLS providers are a vital part of making the market work. As guardians of MLS data, we regularly pioneer cutting-edge tools to keep real estate professionals at the top of their industry. It is imperative that we provide support on those tools to Realtors?, so they can accomplish their day-to-day business. To assist us with this, we seek a Full-Time Support Center Analyst to join our award-winning Support Team.
Midwest Real Estate Data (MRED), located in Lisle, Illinois, is the innovative MLS that provides real estate professionals in Chicagoland and the surrounding area with the most comprehensive database, technology, and support with which to enable their success. MRED is one of the largest MLSs in the country, a recipient of numerous awards, and is highly recognized as an industry leader. MRED delivers dozens of products and services to its customers, including the top-rated MLS system, connectMLS.
Who You Are??As a Customer Service Representative: Remote MLS Service Desk Analyst, you are a vital member of our Support team. Your excitement to provide customer care that goes above and beyond will help us continue to be a top contact center in the Benchmark Portal highest-ranking small-size centers category award. Being a part of our first line of response means you will get the opportunity to assist many of our customers in using our products, engaging with them effectively and meaningfully.
The problems you solve are a key part of MRED?? mission of serving our members. Implementing the feedback you receive allows us to be a leader in the Real Estate industry. To help you better support our multiple products, you will be trained on each product and any updates/upgrades or additions will be communicated to you so you are consistently informed about our products and their features. With the combination of open communication and your knowledge of our products, you will be able to identify customer needs and provide them with effective solutions.
Supporting our customers will be done through many channels, primarily via phone. In addition to handling the incoming phone calls, you will resolve issues that are sent in through various platforms including email, Facebook, chat, etc., but they are housed in one platform. On average, Support receives 8,000 calls and 1,250 emails a month, translating to about 1,500 tickets per month per representative. You will prioritize these items, resolve problems, report issues, and gather feedback. Being part of a technology company, you??l also test new products before their release, identifying and reporting any issues found. In addition to working with the Support team, you will collaborate with other teams as needed to address our customers??needs and concerns.
Hours for this shift are 9:30 am - 6 pm CST with an hour lunch. This position will require occasional coverage on holidays, Saturdays, and Sundays.
Duties and Responsibilities
??Attend training on MRED's 20+ products.
??Provide basic troubleshooting and support for MRED's products and their interactions with Operating Systems, Internet Browsers, and other third-party software.
??Manage large amounts of inbound calls in a timely manner, handling approximately 1,000 calls per month.
??Respond to first-level Help Desk calls/emails/text chats related to MRED systems and services using Freshdesk, managing about 500 emails per month.
??Identify and troubleshoot customer issues until resolved, escalating or transferring when necessary.
??Clear cache for all supported Internet Browsers.
??Provide basic troubleshooting for printer settings.
??Identify any system bugs and report them to the appropriate team.
??Contribute to and help maintain the internal and external FAQ systems.
??Officially log user suggestions and participate in round table discussions.
??Provide detailed logs and documentation of all phone calls and emails in the ticket-logging system.
??Stay up to date on all MRED product updates and releases.
??Participate in testing MRED products and services.
??Assist with various secondary duties, including department email/voicemail status change request forms (data entry for listing status updates).
??Assist with various special committees and task forces as requested.
??Report to the Senior Support Center Analyst and the Director of Customer Experience.
Our Top Behavioral Traits for an Ideal Support Analyst Candidate:
??Effective and engaging communicator
??Empathetic and patient
??Active listening skills
??Ability to multi-task and prioritize
??Detail-oriented and achievement-focused
??Dependable and a team player
??Fun to work with and has a positive attitude
Skills and Qualifications
??Ability to identify problems
??Strong customer service skills
??Basic computer troubleshooting skills
??Proficiency with multiple browsers and Microsoft Office software (Word, Excel, PowerPoint, Outlook)
??Strong writing and communication skills
??Real estate knowledge is a plus
Job Type: Full-time
Benefits:
??401(k)
??401(k) matching
??Dental insurance
??Flexible schedule
??Health insurance
??On-the-job training
??Paid time off
??Parental leave
??Vision insurance
??Work from home
Experience level:
??2 years
Shift:
??8 hour shift
??Day shift
Weekly day range:
??Monday to Friday
??Rotating weekends
??Weekends as needed
Work setting:
??Call center
??Remote
Application Question(s):
??If you've worked in a call center environment before, how many calls did you take per day on average?
Experience:
??Customer service: 2 years (Required)
??Real estate administrative: 1 year (Preferred)
??Call center: 2 years (Preferred)
Work Location: Remote

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