Subscriber Services Assistant Manager

Position Summary: Assists the Business Development (BD) Manager inproviding support and supervision to Subscriber Support (SS) staff and technical / training support to RMLS subscribers. Responsible for assisting the BD Manager in the coordination and organization of all RMLS subscriber training activities and materials and Help Desk support functions.

Essential Functions:

• Assesses daily coverage of all training classes, Help Desk queue, and chat coverage to meet SLA standards

• Ensure that class information and scheduling is added to the RMLSweb calendar

• Assist BD Manger in providing supervision and support to SS staff including preparation and presentation of annual Review forms

• Collect metrics associated with SS activities to prepare reports to leadership and annual performance reviews

• Provide ongoing maintenance and coordinate upkeep of FAQs, video tutorials, and accumulated knowledge centers including Service Level Agreements for both Training and Help Desk departments

• Ensure that the call-tracking database is used consistently by SS Staff

• Assist BD Manager in developing SS team member growth by suggesting classes and learning materials

• Ensure the long-term viability of the department by researching newer technologies and ways to accomplish department goals

• Act as primary department liaison to the Product Manager and Software Development team

• Establish best practices and adhere to the established curriculum for training classes

• Promote and oversee in-house and remote classes and presentations

• Coordinate demonstrations by external trainers and companies

• Maintain training calendar, handout, and manual supplies

• Assist BD Manager in the supervision and evaluation of the efforts of SS staff

• Present classes, presentations, and demonstrations as needed

• Maintain and promote VIP Program for key contributor recognition across SS departments

• Ensure that all training equipment is routinely updated and maintained.

• Ensure that all subscriber training inquiries are answered in a time frame meeting SLA standards

• Assist BD Manager as the main resource for the Training Department

• Regional travel as needed (to visit Oregon and Southern Washington branch offices)

Requirements:

• High school diploma or equivalent; some college preferred

• Superior customer service skills

• Basic understanding of operating systems

• Familiarity with internet software, browsers, email clients, etc.

• 3-5 years of technical support experience required

• 1-3 years of MLS or industry experience preferred

• Real estate experience helpful

• Superior oral and written communication skills

• Ability to manage multiple demands and demanding situations

• Excellent computer and internet proficiency

• Reliable transportation and the ability to travel regionally

• Public speaking experience beneficial

RMLS benefits include:

• Health Insurance

• 401(k) Plan - with matching*

• Flexible Spending Accounts

• Holiday Pay plus additional Floating Holidays*

• Health Reimbursement Accounts (HRA)

• Life Insurance

*Requires employment of a certain amount of time before the benefit is available to employees

RMLS knows that our success depends on our employees. We aspire to a culture of teamwork, friendliness, and exceptional service and support for our team and subscribers. We like to have fun, hustles hard, and are committed to cultivating a healthy work-life balance. We offer comprehensive benefits and resources for our employees and believe in creating opportunity for growth among our team members.