Member Experience Representative

Reports To: Manager, Member Experience

Duration: Full-time

Effective: ASAP

About Us

Our Social Purpose: CREA opens doors to thriving futures for all, beginning with home.

Based in Ottawa, the Canadian Real Estate Association (CREA) is the national voice of REALTORS® and an impassioned advocate for homeowners. The organization plays an important role in assessing and influencing important economic, policy and social issues.

We champion REALTORS® on behalf of Canadians, promoting awareness, education, and professional excellence in the profession.

Join us and be a part of a team that is working together to make home happen.

Position Overview

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

Function

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

Key Responsibilities

• Respond to and resolve inquiries and service requests by phone and email related to CREA’s technology products and services, providing timely and accurate support.
• Log and track incoming inquiries, actions taken, and resolutions.
• Identify urgent matters and escalate complex issues or complaints to the Member Experience Manager.
• Collaborate with Product, IT, Marketing, and Communications teams to investigate issues, coordinate solutions, and address user needs.
• Communicate data-upload requirements and procedures to real estate boards and MLS® providers, helping ensure information submitted to CREA meets display and retention requirements.
• Maintain and update Member Experience FAQs and other support resources.
• Support the implementation of Member Experience transformation initiatives, including changes to service processes, tools, and practices.
• Provide proactive support and guidance to help members understand and use CREA’s products and services.
• Perform other related duties as required.

Qualifications & Skills

Education & Experience

• Post-secondary education or an equivalent combination of education and relevant work experience.
• Previous experience in member service, customer support, technical support, or a related service environment.

Technical Skills

• Strong working knowledge of Microsoft Word, Excel, and Outlook.
• Proficiency using common web browsers, including Chrome, Firefox, Safari, and Microsoft Edge.
• Comfortable learning and supporting technology-based products and services.

Soft Skills

• Strong interpersonal skills and the ability to communicate clearly and professionally, both verbally and in writing in English and French.
• Member-service oriented and empathetic, with a commitment to providing helpful and responsive support.
• Positive attitude and eagerness to learn, solve problems, and help others.
• Ability to work effectively and collaboratively in a team environment.

Schedule

• Availability to work flexible hours, including occasional evenings, weekends, holidays, and overtime, as required.

Assets

• Familiarity with CREA products, services, and technology.

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.