• Job Description

  Req#: 546545

  Find Your Place at Bright MLS.

  Home. It’s more than just a place—it’s a feeling. At Bright MLS, "home" means family, community, safety, and the freedom to be your truest self. It’s this meaning that inspires everything we do. We're here to ensure an open, clear, and competitive housing market for all.

  As a leading data technology company and the largest multiple listing service (MLS) in the United States, Bright MLS sits at the heart of some of the most powerful real estate markets in the country. Our platform powers more than 430,000 listings annually, supports over 100,000 real estate professionals, and touches the lives of more than half a million buyers and sellers every month across the Mid Atlantic six states and the District of Columbia.

  But we’re more than numbers. We’re innovators, technologists, researchers, and storytellers working together to redefine what it means to be an MLS. With real-time data, deep market intelligence, and industry-leading tools, we’re shaping the future of real estate—and we’re just getting started.

  At Bright, you’ll find a place where your voice matters, your work has purpose, and your ideas help move the industry forward. We’re collaborative, mission-driven, and passionate about using technology to make the housing market better for everyone.

  If you're ready to do meaningful work at a company that values innovation and impact—we’d love to meet you. Learn more about BrightMLS.com

  SUMMARY:

  The Customer Support Rep is responsible for providing technical and customer service assistance including, but not limited to, hardware, software, application, membership, billing and first-level compliance support via various contact channels. The Customer Support Rep is also responsible for investigating and resolving customer issues and questions and providing required information and solutions.

  This position is for the 11:00 AM to 8:00 PM shift, Monday through Friday.

  Specific duties include but are not limited to the following essential job functions:

  ESSENTIAL JOB FUNCTIONS:

  • Responds to customer questions via telephone and written correspondence and thoroughly documents inquiry outcomes for accurate tracking and analysis.
  • Analyzes problems and inquiries and provides accurate and timely information and solutions.
  • Researches and analyzes data to address operational challenges and customer service needs and issues.
  • Instructs customers on use of equipment and software for Bright MLS system.
  • Answers customer inquiries using various customer channels concerning systems operation.
  • Diagnoses system hardware, software and operator problems
  • Recommends or performs minor remedial actions to address problems based on knowledge of system operation.
  • Helps determine whether problems are caused by hardware such as modem, printer, cables or telephone.
  • Partners with co-workers to research problems and find solutions. Coordinates with company staff to explain software errors and/or to recommend changes to programs.
  • Assists customers in refreshing damaged files required to run Bright's MLS software including operating system files, modem and printer drivers and monitor/video drivers.
  • Champions Bright MLS customer service philosophy throughout the organization
  • Gathers information quickly, thoroughly and efficiently in order to assist customers.
  • Creatively researches and identifies problems while working in a fast-paced environment with constantly changing priorities.
  • Performs office or technical support tasks requiring a full understanding of the rules, procedures and methods of the organization.
  • Applies common sense understanding to carry out detailed written or oral instructions.
  • Deals with problems, involving many variables, in different situations as needed.
  • Performs other duties and assignments associated with the position that are reasonably assigned to support the overall needs of the business.

  REQUIRED QUALIFICATIONS:

  • Typically requires a high school diploma or equivalent and 2+ years of customer service experience.
  • Knowledge of MS Windows Office Suite required.
  • Knowledge or ability to learn Bright's MLS system, Public Records application, Mobile application, CRM and other computer applications is required.
  • Telephone etiquette and call documentation skills are essential.
  • Strong customer service skills required.
  • Proficient with current versions of commonly used internet browsers and operating systems preferred.
  • Minimum of 1 year in-bound call center experience required.
  • Experience in real estate or related industry preferred, but not required.
  • Incumbent must have an in-depth knowledge of functional area and its impact on overall work environment.

  It is the company's policy to recruit, hire, train and promote individuals, as well as to administer any and all personnel actions, without regard to race, religion, age, sex, marital status, sexual orientation, disability, national origin, ancestry, military status or any other unlawfully prohibited characteristic in accordance with applicable laws.

• About the company

  Bright MLS is made up of nine forward thinking MLSs (43 Associations) in the Mid-Atlantic region who put aside their differences and came together with a shared vision to help solve MLS market overlap and empower everyone to get more out of the MLS. Br...

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