Customer Support Representative

Bright MLS, Inc•North Bethesda, MD

15h•$19 - $21

About The Position

The Customer Support Representative is responsible for providing technical and customer service assistance, including but not limited to hardware, software, applications, memberships, billing, and first-level compliance support via various contact channels. The Customer Support Representative is also responsible for investigating and resolving customer issues and questions, providing required information and solutions. This position's scheduling fluctuates between 8:00 AM and 8:00 PM shifts, Monday through Friday, with limited weekend coverage required. As a Customer Support Representative, you will be part of a caring, solutions-driven team that goes beyond troubleshooting. You’ll be a trusted guide, helping our customers succeed by providing outstanding service across phone, email, and chat. Your mission is to resolve customer concerns with compassion, clarity, and a commitment to follow-through, no matter the challenge.

Requirements

A passion for helping others and solving problems with a friendly, solutions-first attitude.
2+ years of customer service experience (Call center or inbound support experience a plus).
Excellent verbal and written communication skills.
Comfortable working across multiple digital platforms, with a willingness to learn processes and tools.
Strong attention to detail, time management, and organizational skills.
Ability to adapt quickly to a fast-paced environment with shifting priorities.

Nice To Haves

Experience in real estate or related industries is helpful, though not required.

Responsibilities

Respond to customer inquiries across phone, email, and chat with professionalism, patience, and genuine interest.
Deliver helpful, accurate, and timely solutions tailored to each unique customer situation.
Document all customer interactions in detail, ensuring seamless communication from the initial contact to final issue resolution.
Show true dedication to every customer, making every interaction a positive moment—no matter how big or small the issue.
Seek first to understand. Listen deeply and respond thoughtfully, always putting yourself in the customer’s shoes.
Take personal responsibility for resolving issues. Set clear expectations and keep customers informed until resolution is achieved.
Be a valued part of a supportive and encouraging team that collaborates to deliver the best for our customers, every single time.
Learn and grow your knowledge of Bright’s tools and services. Share what you know to build trust and confidence.
Partner with team members and other departments to research complex challenges and implement effective solutions.
Guide customers through system features and membership benefits so they feel confident using Bright’s tools.