Job Details

POSITION TITLE:  Client Care Representative  (Not a remote position)                  

DEPARTMENT:  MLS

FUNCTION

Provides client care and technical support to ensure MLS subscribers utilize tools and products beneficial to their success. Collaborates with HBR and HiCentral MLS staff to provide overall support to MLS subscribers.

RESPONSIBILITIES:

Client Care & Technical Support  

• Responsible to provide timely, effective service and support regarding application software, technical and product calls.
• Receives and responds to customer inquiries and requests technical assistance for MLS system, Realist and related products.  To include, but not limited to solution of technical problems, answer “how to” type questions; troubleshoot and resolve customer PC software/hardware problems, network issues, modem connections.  Research customer complaints to enable timely resolution and customer satisfaction.
• Research and revise requested database changes in accordance with MLS Rules and Regulations.
• Collaborate with co-workers to troubleshoot system issues or malfunctions.

Internal organization support 

• Contribute to the process and procedure for new product and service enhancements to benefit members.
• Gather specifications and feedback from subscribers relating to MLS system functionality and MLS Rules and Regulations.
• Process applications for IDX, RETS and Assistants.
• Prepare reports as requested.
• Work individually and within teams to develop, document and promote new products and services, or enhancements to existing products and services with testing and validation prior to delivery.
• Performs other tasks as needed by the department or other departments.

SCOPE OF POSITION

• Reports to the Client Care and Programs Manager.
• Works closely with MLS and HBR staff.
• Has extensive contact with members.

KNOWLEDGE, SKILLS & EDUCATION 

• Proficient in the use of desktop computers, Microsoft Office programs, and web browsers.
• Minimum 2 years of experience in troubleshooting computer hardware and software programs.
• Minimum 2 years of experience in customer service with effective written and verbal communications skills.
• Real estate knowledge desired but not required.
• Demonstrated multi-tasking skills.
• Exercises prudent judgment and discretion.
• Knowledge of Web-based products and services, and experience with web content maintenance desirable.
• Work under limited supervision and demonstrates ethical business practices.

FLSA CLASSIFICATION 

Non-exempt position.

Email resume to: personnel@hicentral.com