We’re excited to announce that WAV Group is working with Carolina Multiple Listing Service (CarolinaMLS) to find a Help Desk Support Manager.
CarolinaMLS is an 11,000 member organization which is a subsidiary of the Charlotte Regional REALTOR® Association. This progressive organization is one of the largest associations in the U.S. and CarolinaMLS is experiencing significant growth. In addition to providing wholesale service to North Carolina Mountains MLS and adding 3,519 users, it is in the process of onboarding over 600 more users by providing wholesale service to the MLS of Catawba Valley, bringing subscriber numbers to 15,000+. Additional similar MLS growth is anticipated.
This vibrant organization also has a school of real estate (Mingle School of Real Estate) and a 501(c)(3) foundation (the Housing Opportunity Foundation) as well as a Realtor® Store. All are housed together in centrally located Charlotte, NC and they are in the process of building a new 66,000sq. ft. building with cutting-edge technology and services at the same location.
CarolinaMLS, as well as the organization as a whole, has remarkable stability and a very low turnover rate. Retention is high, quality of life and home-work life balance are priorities. It is a pleasant and casual environment with a culture of mutual respect and open communication but also a culture of service, with the realization that it exists to serve its members, participants and subscribers.
The Help Desk Support Manager is a critical driver of member satisfaction and loyalty to the organization. This position is responsible for managing a team that is delivering timely, respectful and helpful information. The team is responsible for helping REALTORS® leverage CarolinaMLS tools to sell more real estate.
This position is responsible for helping CarolinaMLS members fully leverage the technologies available including the Matrix MLS system, Carolinahome.com, Carolinarealtors.com, Mingleschool.com, Showing Time, SAFEMLS, Realist, Move/ListHub and Statistical Analysis Module (SAM). They also assist with identifying and writing communications explaining system updates to members.
The Help Desk Support Manager will work closely with the VP of MLS as well as the CIO and will also be responsible for working closely with the MLS Committee to ensure that the system continues to evolve to serve the ever-changing needs of CarolinaMLS members. The successful candidate will participate in MLS committee meetings regarding MLS system updates and assist with implementing MLS committee recommendations to update or improve the MLS system. They are also responsible for driving continual improvements in responsiveness by closely monitoring the quantity and speed in which calls and emails are being handled. Finally, they will also work closely with training and communications to reinforce the technology functionality that needs to be reinforced.
The Help Desk Support Manager coaches three help desk team members to ensure they are providing the highest quality service possible.
Secondarily, the Help Desk Support Manager will act as a backup to the MLS system trainer, performing on-site and off-site training to members as necessary. The successful candidate may also be called on to support CarolinaMLS with other duties as needed to ensure that CarolinaMLS members are getting the most out of the technologies and training available to them.
Successful candidates will be looking for, and capable of handling, growth and additional responsibilities as the organization grows. Help Desk Support Manager candidates will have prior proven success assisting REALTORS® in using technology effectively in their businesses. They will be familiar with MLS systems and other technologies used regularly by real estate professionals. They will have a clear understanding of the need for REALTORS® to use technology to service the needs of their clients and prospects and will be able to simply explain how each of the technologies available from Carolina Home can be used to sell more real estate.
The next Help Desk Support Manager will have excellent communications skills with a strong ability to explain real estate technologies in simple terms so that even the least tech-savvy agent will understand it. They will demonstrate a strong working knowledge of the challenges that commission-only independent contractors face every day by bringing a sense of urgency. They will have an innate ability to explain technology in terms that agents how technologies will help support the real estate sales process.
The successful candidate will also have 2 to 3 years of experience in a Windows PC and/or Apple computer support environment and prior experience supporting MS Office applications.
This job requires someone that has experience working on a Help Desk for an MLS organization or real estate technology company.
They must have excellent verbal and written skills with a strong ability to troubleshoot issues over the phone and be able to calm down an agent that might be upset.
In addition, the Help Desk Support Manager must have strong leadership and coaching skills to be able to bring out the best in service and support from the support team they will be overseeing.
A college degree is preferred, but not required.
Carolina MLS is offering a competitive compensation and benefits package as well as a relocation package.
If you would like more information about the position or would like to submit a resume and cover letter, please email me at Marilyn@wavgroup.com or call me at 805- 748-9118.