Customer Service Support Specialist

Florida Realtors • Orlando, FL

1d • $18 • Hybrid

About The Position

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, full time role, and 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. Core Expectations Deliver an exceptional customer experience by providing friendly, accurate, and efficient product support. Serve as a knowledgeable resource for Form Simplicity users, demonstrating professionalism and empathy in every interaction. Collaborate with team members and management to identify recurring issues, enhance service quality, and improve the user experience. What Success Looks Like Members and customers consistently report satisfaction and confidence in the support provided. Calls, chats, and emails are resolved efficiently, documented accurately, and handled with care. You are viewed as a reliable, patient, and solutions-oriented professional who strengthens the reputation of Florida Realtors and the Tech Helpline. What You'll Do Respond to Form Simplicity-related inquiries via phone, chat, and email, ensuring accurate, courteous, and timely support. Conduct research and gather information to resolve user issues or escalate complex matters when necessary. Document all member interactions, issues, and resolutions in the designated database or ticketing system. Draft clear and professional correspondence to users as needed. Identify patterns or trends in member feedback and communicate them to supervisors for product or process improvement. Assist with testing, quality assurance, and product enhancement initiatives as directed. Use remote assistance tools when appropriate to effectively troubleshoot and guide users. Support departmental priorities and complete assignments and special projects as assigned by management. Maintain a positive and professional liaison between Florida Realtors and its members, customers, and vendors. Demonstrate a passion for customer care and uphold the association’s commitment to service excellence.

Requirements

• 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.

Responsibilities

• Respond to Form Simplicity-related inquiries via phone, chat, and email, ensuring accurate, courteous, and timely support.
• Conduct research and gather information to resolve user issues or escalate complex matters when necessary.
• Document all member interactions, issues, and resolutions in the designated database or ticketing system.
• Draft clear and professional correspondence to users as needed.
• Identify patterns or trends in member feedback and communicate them to supervisors for product or process improvement.
• Assist with testing, quality assurance, and product enhancement initiatives as directed.
• Use remote assistance tools when appropriate to effectively troubleshoot and guide users.
• Support departmental priorities and complete assignments and special projects as assigned by management.
• Maintain a positive and professional liaison between Florida Realtors and its members, customers, and vendors.
• Demonstrate a passion for customer care and uphold the association’s commitment to service excellence.

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

What This Job Offers

• Job Type: Full-time
• Career Level: Entry Level
• Education Level: High school or GED