Bilingual Customer Care Representative

Company Background: California Regional Multiple Listing Service (CRMLS) is the nation’s largest and most recognized subscriber-based multiple listing service. We are dedicated to serving more than 110,000 real estate professionals from 41 Associations, Boards, and MLS organizations. CRMLS provides accurate data through innovative technology solutions, empowering real estate professionals to cooperate and succeed.

Benefits: A comprehensive benefits package is available for full-time employees after 60 days of employment, including medical, dental, vision, and life insurance. Paid Time Off accrues for all employees beginning with their start date. Employees are eligible for our retirement (401k) benefits after 90 days of employment. Full-time CRMLS employees are expected to work 37.5 hours each week with the opportunity to work periodic overtime.

Position Summary: The ideal Customer Service Representative will provide excellent customer service and support on inbound calls, emails, live chat, and voice messages from members regarding CRMLS products and services within a call center environment. Representatives will utilize a ticketing system to properly escalate and resolve issues on time. This position is eligible for a hybrid remote work schedule.

Duties & Responsibilities:

• Support and provide excellent customer service via phone, email, and/or any other communication tools.
• Receive and respond to member complaints.
• Answer questions about the use of the CRMLS MLS system(s).
• Answer questions about CRMLS policies and procedures as they relate to members.
• Report/Escalate current and reoccurring issues with the MLS system and/or other products to proper personnel.
• Proper ticket documentation and follow up in HelpDesk software for each support call.
• Resolve problems by issuing corrective instructions and/or consulting with coworkers.
• Completion and/or follow up on commitments to members.
• Display time flexibility towards shifts as per call center requirements.
• Maintain call center service levels and statistics as set by company policy.
• Use questioning and listening skills that support effective telephone communication.
• Effectively deal with angry callers and upset subscribers.
• Use the most appropriate way to communicate with different behavior types on the telephone.
• Schedule and register members for training classes when necessary.
• Present a consistently professional image when representing CRMLS in any capacity.
• Promote the image of CRMLS as a professional, quality service organization.
• All other duties assigned.

Qualifications:

• Bachelor’s degree (B. A.) from a four-year college or university; or one to two years related experience and/or training; or equivalent combination of education and experience (preferred)
• One to three years of related experience (preferred)
• Knowledge of MS Office (preferred)

Requirements:

• Ability to read, write, and speak fluent Spanish
• Ability to use internet-based software as well as various browsers
• Ability to read, analyze, and interpret general business periodicals, professional journals, technical procedures, or governmental regulations.
• Ability to write reports, business correspondence, and procedure manuals.
• Ability to effectively present information and respond to questions from groups of managers, clients, customers, and the general public

CRMLS, Inc. provides equal employment opportunities to all employees and applicants for employment and prohibits discrimination and harassment of any type without regard to race, color, religion, age, sex, national origin, disability status, genetics, protected veteran status, sexual orientation, gender identity or expression, or any other characteristic protected by federal, state, or local laws.

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