Member Experience Representative

Summary: The Member Experience Representative is responsible for providing support and responding to Boards, Associations, REALTORS and consumer inquiries in a timely fashion.

Reports to: Manager, Member Experience

Effective Date: ASAP

Duration: Full-Time

Function:

The Member Experience Representative assists boards, associations, members, and consumers by providing professional, empathetic, and technical support in a timely manner based on prescribed criteria and approved service levels.

Core Competencies:

• Analysis
• Communication (written & verbal)
• Attention to detail
• Establishing Trust
• Demonstrating empathy skills
• Results focus
  
  

Position Accountabilities:

• Execute on all inquiries and service requests for all CREA technology products and services
• Track all incoming inquiries
• Report urgent matters and escalate complaints to the Member Experience Manager
• Work cross-functionally with Product, IT, Marketing and Communications teams to ensure all user needs are met
• Communicate requirements and solutions with boards and MLS providers regarding upload procedures to ensure appropriate data is provided to CREA for display and retention purposes
• Available to work flexible hours including, evenings and weekends and holidays
• Update Member Experience FAQ as required
• Actively support the new Member Experience transformation initiative
• Embrace proactive member support to increase CREA product and service usage.
• Perform other related duties.
  
  

Qualifications:

• Proven ability to communicate in French and English, both verbal and written.
• A good understanding of CREA products and technology
• Must be member service-oriented and empathetic
• Positive attitude and eagerness to learn and help others
• Strong interpersonal and communication skills.
• Strong knowledge of the Internet, MS Word, Excel, Internet browsers (Chrome, Firefox, Safari, IE) and Outlook.
• Working in a team environment
• Ability to work flexible hours and overtime a requested by the Manager.
  
  

Important Note: The hours of work after the training period will be from 12:00noon- 8:00pm, Monday to Friday. This is a 100% remote position.

We thank all applicants for their interest, however only those under consideration for the role will be contacted.

At CREA, we are committed to fostering an inclusive, barrier-free and accessible environment. Part of this commitment includes arranging accommodations to ensure an equitable opportunity to participate in the recruitment and selection process. If you require an accommodation, we will work with you to meet your needs.