Customer Service Support Specialist

Florida Realtors, the state's largest trade association, boasts a rich dedicated history of serving our members, the real estate community, and Florida homeowners for over a century. We stand as a key business partner for Realtors statewide, providing value-adding programs and services, outstanding business contacts and networking opportunities, engaging educational opportunities, up-to-the-minute industry data and research, and powerful legislative representation. The association headquarters is located in Orlando, and the Office of Public Policy is located two blocks from the state capital in Tallahassee. We work tirelessly to advocate for our members, for homeownership for all, and to elevate the real estate industry in the Sunshine State.

Who We're Seeking

We seek a customer service support specialist to serve in a tech-oriented call center environment as a key value-adding contact for our members and customers who use our proprietary Forms Simplicity product. Our Forms Simplicity Support Specialist is responsible with accurately answering questions posed by REALTOR members, clients, and staff about the Forms Simplicity product. This role is integral in providing a key member benefit – technology customer support. This role, while being in a tech-oriented call center, requires strong customer service skills for success in this position (vs tech skills). Frequent problem resolution while maintaining excellent customer service standards is paramount to being successful in this role.

The Forms Simplicity Support Specialist is a nonexempt, hourly, fulltime role, and while will be scheduled a fixed 40 hour work schedule. While our Tech Helpline operates 7 days per week, this Forms Simplicity Support Specialist role predominantly will be scheduled weekday daytime shifts.

What You'll Do

• Answers Forms Simplicity related inquiries posed by clients (members/staff of contracted customers) via phone, chat, and/or email.
• Conducts research at the request of the users and on issues relevant to clients.
• Drafts correspondence to users as requested or in response to correspondence received.
• Records all client contact, including problems and resolutions, in the company database/ticketing system.
• Communicates call subject matter trends and issues regarding client products and services to supervisor and teammates.
• Assists with product and service testing and quality control/assurance efforts when required.
• Uses remote assistance tools when beneficial to caller.
• Supports priorities and completes assignments as necessary or directed by management.
• Maintains positive liaison between the company and its respective customers.
• Demonstrates passion for excellence with respect to treating and caring for customers.
• Coordinates assigned projects with the Tech Helpline Management Team members.

Qualified applicants will possess:

• High School Diploma or equivalent.
• 2+ years of Customer Service experience with proven ability to support and work with product users under challenging conditions.
• Ability to handle high stress periods while maintaining efficiency.
• Ability to work flexible hours including weekends.
• Must be able to adapt to the changing needs of a call center.
• Have basic experience in minicomputer and micro computer operations, and troubleshooting skills.
• Have experience with computer business applications, including familiarity with:
• Operating Systems: all current versions of Windows, Android, Mac OS, and iOS.
• Internet: All main browsers across differing OSs, and major web design software.
• Electronics: All smartphones, digital cameras, and other major devices.
• Proven experience with modern office programs, such as Microsoft Office Suite including Publisher, Zoom, and Adobe Acrobat
• Have proven ability for organization, achieving goals, and completing assignments.
• Be proficient in both oral and written communication skills.

Starting rate is currently $18.03/hour; Florida Realtors provides a flexible working environment where after an initial in-house one month training period, you will be able to work from home about 60% of the time (in office the remainder). Along with our growth-oriented, collaborative team environment, our full time people are offered a complete suite of great benefits.

• Rewarding 401k plan with 6% company match, fully vested
• Free medical insurance for you as an employee
• Availability of dental, vision, FSA, disability coverage, company-paid life insurance, EAP, and more
• Hybrid and flexible work environment
• Generous paid vacation days and sick days, and 9 company holidays
• Vacation buy-back plan
• Possible $5000 grant on the purchase of your first home
• And a whole lot more

What You Need-to-Know

• Florida Realtors is strongly committed to creating a diverse and inclusive environment where a variety of backgrounds, cultures, orientations, ideas, and talents can flourish.
• Florida Realtors is an equal opportunity employer where all qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, national origin, disability status, protected veteran status, or any other characteristic protected by law.
• Employment offers are contingent upon satisfactory verification of a pre-employment criminal background check.
• Applicants needs to be eligible to be employed in the United States.
• This position will be based in Orlando, FL.
• Florida Realtors has a hybrid work requirement, and this role will be asked to be approx. 40% in office with the ability to work remotely approx. 60%. The comfort to commute to the Orlando International Airport area is required.

Our people are passionate about what they do, the members they serve, the products they support, and the continued growth of the association. If you value collaboration, innovation, exceptional service, and dedication to a cause, all within a modern established professional environment, explore Florida Realtors and our commitment to the real estate community and Florida homeowners. Visit floridarealtors.org and connect with us on Facebook and LinkedIn.