What you’ll be called: MCA Support RepresentativeWhere you’ll work: KWRI Headquarters—Austin, TX, or RemoteNamed a Happiest Company to Work for in 2020; one of the Best Places to Work in Austin, TX; and featured on the Training Magazine Training 125 list seven times, Keller Williams Realty International (KWRI) thrives within a creative and collaborative culture where transforming the real estate industry through technology is our primary goal.What you’ll do:Deliver a world-class experience for Keller Williams Market Center and Regional Leadership seeking help via email, phone and chat. As an MCA Support Representative, you will work primarily with Market Center Administrators (MCAs) and members of KW Leadership on requests related to compliance, transmittal and other financial topics. You will also champion the usage of our Command MC platform to promote growth and success throughout the Market Centers. We are looking for candidates who embody our team values of collaboration, adaptability, accountability, and continuous learning in changing environments.Essential Duties and Responsibilities:
Provide Launch Coordination Support for newly approved Market Centers
Support Leadership’s usage of KW technology, including Command MC
Hold yourself accountable to requirements for ticket quantity and quality (minimum of 40 email tickets/day and 90% CSAT)
Maintain a same-day response time SLA, and alert management to trending issues, increased volume or process gaps when needed
Strive toward first-contact resolution. Proactively decrease incoming volume by providing helpful resources and best practices up front.
Help your team be more efficient by creating template responses for repeat issues, training guides and process improvement recommendations
Own the client relationship. Create escalations for Engineering, communicate status updates back to the end user, and maintain ownership until resolution.
Required Qualifications:
1-2 years of accounting experience
Excellent written and verbal communication skills, with a high level of empathy, responsiveness and proactiveness
Experience with remote teams; ability to manage workload and deliverables with minimal supervision
Working knowledge of Google Business Suite and MS Office
Preferred Qualifications:
Minimum of 2 years as an MCA or member of Leadership with a Keller Williams Market
Center
1-2 years of experience working in customer service or technical support
Familiarity with KW technology, including Winmore, Command MC AccountEdge
Experience working in Zendesk, JIRA, Slack and remote access tools like Zoho Assist
Experience supporting CRM databases, paperwork & transaction management software
(e.g. DocuSign), and/or social marketing campaigns
Experience troubleshooting cloud-based software, network connections and browser functionality
Ability to write helpful documentation for end users
Ability to host team trainings and create internal guides and process documentation
Attended Family Reunion and 1 Mastermind or Mega Camp each of the last 3 years
Experience with data analysis/data storytelling
Bachelor’s degree or equivalent
Who are we?Keller Williams Realty Inc. is the largest real estate company by agent count across the globe and is number one in units and volume in the United States. Founded in 1983, we pride ourselves on an agent-centric, technology-driven and education-based culture that rewards agents as stakeholders. Keller Williams Realty International (KWRI), is the company’s corporate headquarters located in Austin, TX. Here, through a focus on cutting edge technology, education, and products and services, we support our agents and associates to create careers worth having, businesses worth owning, lives worth living, experiences worth giving and legacies worth leaving.