Help Desk Specialist

MIBOR REALTOR® Association is looking for a Help Desk Specialist who is an excellent communicator with a passion for delivering exceptional customer service and strong technical aptitude. If you are a self-starter who thrives in a fast-paced environment, we encourage you to apply for this exciting opportunity to join our team.

Why join MIBOR

MIBOR REALTOR® Association (MIBOR) is more than your average employer. We are a professional trade association and multiple listing service that serves approximately 10,000 REALTOR® members throughout central Indiana. Our mission is to empower our members and strengthen the marketplace through collaboration, advocacy, professionalism, education, and innovation.

Through our membership, each year, we invest in the communities we support to help improve the quality of life for the residents and businesses located within them.

Primary Responsibility:

The Help Desk Specialist provides members with customer service assistance and technical support related to MIBOR BLC products and systems, software, mobile applications, and lockbox hardware, as well as upholding data integrity standards by becoming expert on BLC rules and policy as well as system functionality and processes. This Specialist is responsible for providing exceptional first-line customer contact via phone, email, and/or chat.

Specific Responsibilities:

1. Answer general listing service inquiries on system access, “How to” questions.

2. Guide members in using software and hardware components.

3. Answer inquiries on new member information, membership categories, changes, member benefits, application information, billing, and dues assessment.

4. Provide after-hours and weekend support for members and system as assigned.

5. Assist with general administrative duties, special projects, and events as assigned.

6. Perform data verification duties and proactively monitor proper use of BLC® data.

7. Contribute to team effort by accomplishing related results as needed.

8. Learn and stay current on all technical platforms and related updates supported by the BLC®.

9. Assist with training courses designed to instruct customers in the proper use of information systems using prepared materials and content.

10. Test system changes and repairs before installation to ensure resolution of a problem, satisfaction of a request, and/or proper functionality.

11. Maintain established qualitative and quantitative Key Performance Indicators (KPIs) designed to measure success of the service provided to members.

12. Accomplish other special projects at the request of Vice President of Broker Listing Cooperative®.

Competencies:

• Exhibits a professional countenance and demeanor

• Strong commitment to member service

• Ability to effectively serve all members - adjusting for various personality types

• Excellent communication skills; written, verbal, and listening

• Diplomacy and confidentiality; proper phone etiquette.

• Stress management/composure

• Technical capacity/Listing Service and all products provided to members.

• Technical capacity/MS Office applications, membership management software, and all in-house communications tools

• Able to handle multiple tasks simultaneously

• Good thinker with common sense as it applies to providing service

• Ability to sustain upbeat attitude toward members

• Can subscribe to MIBOR Values: Service, Excellence, Integrity, Collaboration and Family

Reports to: Vice President of Broker Listing Cooperative®

Job Type: Full-time

Benefits:

• 401(k)
• 401(k) matching
• Dental insurance
• Flexible schedule
• Health insurance
• Paid time off
• Vision insurance