Member Support Specialist

POSITION SUMMARY

The Membership Support Specialist is a vital central point of contact responsible for ensuring superior customer service, successful front office operations, and the seamless functioning of the Multiple Listing Service (MLS) and lock box systems. This role performs a wide variety of administrative and technical support functions, promoting a professional image and valued reputation for the association. The successful candidate will manage membership data, provide technical assistance, and coordinate logistics with minimum guidance, frequently handling sensitive information.

ESSENTIAL FUNCTIONS

Member Services & Front Office Operations

• Customer Service: Act as the primary point of contact; professionally greet walk-in customers, answer phones, promptly assist members with questions, aid in problem-solving, and address concerns effectively.
• Administrative Support: Perform a wide variety of administrative support functions, including:
• Handling association mail and acting as the first response for the alarm system.
• Assisting the Education and Events Coordinator with setup, class handouts and food supplier coordination for classes and events.
• Setting up meeting rooms (Board, Committee, Education) assisting instructors with technology and managing sign-in sheets/evaluations.
• Managing food service (setup, refills, cleanup) for meetings and events.

MLS & Lock Box System Management

• System Knowledge: Possess full knowledge of the MLS Rules and Regulations, lock box rules and regulations, and association policies, or demonstrate the ability to learn and apply them quickly.
• MLS Technical Support: Provide assistance to the MLS Director as needed to include:
• Troubleshoot MLS problems and communicate with the MLS vendor/Director to ensure members' needs are met.
• Provide technical and phone support for all MLS search products.
• Identify and successfully resolve MLS listing and technical problems.
• Data & Compliance:
• Receive and verify listing contracts and other documents for compliance.
• Audit MLS data against MLS Rules and Regulations.
• Review the daily "hot sheet" for accurate data and communicate necessary corrections to agents/brokers.
• Manage Internet Data Display (IDX)/RETS programming, process complaints, and handle/collect related fines in accordance with policy.
• Implement data integrity policies and write internal custom reports as required.

General, Professional Development & Facilities

• Participate in all staff meetings and professional development opportunities.
• Assist with setting up the Board of Directors meetings for both the association and MLS.
• Ensure the Chief Staff Executive (CSE)/MLS Director is informed of any system or membership problems.
• Complete annual census of membership as directed.
• Educational Support: Proctor educational classes and manage class logistics when the Education Director is unavailable or in meetings.
• Facility Support: Monitor and maintain cleanliness and stock levels of facility bathrooms, ensuring adequate supplies of paper towels and toilet paper are available.
• Supply Management: Prepare and submit supplies orders (office and facility) as needed to maintain adequate inventory levels.
• Perform all other duties as assigned by the CEO/MLS Director.

QUALIFICATIONS

• Experience: 3 years of related administrative or customer service experience is preferred.
• Skills: Exceptional written and verbal communication skills, listening skills, and patience.
• Technical Proficiency: Extensive knowledge of all Microsoft Office applications. Proficient in technology, computer programs, and maintenance of websites and social media.
• Attributes: Highly effective at multi-tasking, extremely organized, with strong attention to detail. Ability to successfully problem-solve and naturally project a positive, energetic, and professional image. Exceptional customer service and support skills, demonstrating good team player behavior.

WORK ENVIRONMENT AND PHYSICAL DEMANDS

• Ability to walk, stand, and sit (including on the floor) for long periods of time, maintaining alertness for several hours.
• Must be able to lift and carry supplies weighing up to 20 pounds.
• Position may require bending, leaning, kneeling, and walking.
• Ability to speak concisely and effectively communicate.
• Visual and auditory ability to respond to critical situations and physical ability to act swiftly in an emergency.
• Ability to view/enter data for long periods of time.

Pay: $44,000.00 - $50,000.00 per year

Benefits:

• 401(k) matching
• Dental insurance
• Health insurance
• On-the-job training
• Paid time off
• Vision insurance

Education:

• Bachelor's (Preferred)

Experience:

• Customer Service: 3 years (Preferred)

Work Location: In person

Salary : $44,000 - $50,000