Support Coordinator

Multiple Listing Service (MLS) Support Coordinator

General Description of Responsibilities:

The MLS Support Coordinator provides direct support to users of the Southwest Multiple Listing Service (SWMLS) and interfaces directly and regularly with customers to answer a wide variety of questions and resolve issues about Multiple Listing Service (MLS) programs and benefits, listings, policies, compliance and enforcement of MLS rules. The position also assists with a variety of projects and tasks involving research and analysis involving real estate data and real estate technology software products.

Job Characteristics and Behaviors:

The focus of this specialized, technically-oriented position is on meeting and exceeding high standards of customer service, accuracy, quality based on established systems, technologies, and guidelines. A thoughtful, persevering, self-disciplined approach to achieving accurate, detailed work is essential. A key aspect of the job includes the ongoing identification of technical problems and the development of sound, carefully thought-out solutions. This position is designed to develop a valued technical expert who can deliver quality customer service on a consistent basis.  

MLS Administration & Support:

·        Understand and explain the purpose, policies, and practices of MLS and real estate entities.

·        Ensure compliance with MLS listing policies and resolve inquiries.

·        Maintain knowledge of listing change forms and policy updates from the New Mexico Real Estate Commission and other relevant bodies.

·        Assist with membership and system-related issues, and provide technical support for MLS products.

·        Communicate and enforce MLS rules, regulations, and bylaws with leadership, subscribers, staff, and vendors.

·        Address MLS Compliance warnings and fines.

·        Support MLS Director and committees in researching and improving MLS technology tools and policies.

·        Create metrics on MLS product adoption and issues.

Customer Service & Process Improvement:

·        Provide exemplary customer service and resolve member issues.

·        Comply with GAAR and SWMLS governing documents.

·        Pursue continuous professional development and apply knowledge to enhance services.

·        Support Association events and initiatives.

·        Improve processes, document workflows, and implement action plans to enhance services.

Qualifications:

·        Associate’s degree preferred.

·        Minimum 3 years of customer service experience in a business environment.

·        Previous real estate experience is desirable but not required.

·        Strong computer skills and willingness to learn new programs.

·        Excellent communication, interpersonal, and problem-solving skills.

·        High-level of emotional intelligence.

·        Self-motivated, adaptable, and goal-oriented.

Additional Considerations:

·        In-office position - remote and/or hybrid work is not a consideration for this role.

·        Ability to lift and move materials and set up for meetings and events.

·        Means to travel independently to meetings and/or events.

Total Benefits:

• Starting rate of pay: $22.00 - $25.00/hour, full-time, non-exempt - depending on experience
• Paid vacation & sick/personal time off
• Employer-sponsored health, dental and vision insurance
• Health reimbursement arrangement (HRA)
• 401k plan with employer matching up to 4%
• Aflac accident supplemental insurance
• Term life insurance and accidental death or dismemberment insurance
• Tuition assistance