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MAR is Hiring: Member Services Manager Tags: AnnouncementsCareers

Member Services Manager

Interested candidates should submit a RESUME and COVER LETTER to moc.rotlaerslpmnull@sreerac and put “MAR Member Services Manager” in the subject line. Applications are reviewed as they are received.

DESCRIPTION

Are you ready to step into a newly created management position leading four member engagement coordinators to deliver excellent member experience for Minneapolis Area REALTORS® members? Is your perfect workday one that includes creative problem solving, supporting an hourly staff team responding to a high volume of calls/emails, processing applications, and delivering a variety of member services? Do you feel energized by having a problem to solve and a process to improve? We are looking for a leader who will: adapt our service delivery to meet the changing needs of our membership while living our value of excellence, address inequities to better meet our value of inclusivity, and enhance our offerings to reflect a changing marketplace.
This position reports to the Sr Director of Member Engagement and works collaboratively with two other managers as part of the Member Engagement Leadership Team. The manager stewards a member-centric mindset amongst the team contributes to a strong and respectful team culture

COMPANY

Our vision is to ignite professional success and grow vibrant communities. Founded in 1887, Minneapolis Area REALTORS® (MAR) is the largest local REALTOR® association in Minnesota serving more than 9,000 real estate professionals in its five-county jurisdiction. MAR provides its members with essential market information, educational resources, a trusted networking community, an effective industry voice and strong leadership for greater professional success while promoting stronger, sustainable communities.
In alignment with our current strategic plans, we have advanced in our journey for diversity, equity and inclusion, making significant strides in ensuring an inclusive leadership body with strong representation from diverse communities. Our 24 staff work closely with the leadership of our Board of Directors and 11 committees. This local organization, along with our state and national counterparts recognizes that bold action is the path to our ability to live into our vision of being the expert resource and trusted leader in the residential real estate industry. Learn more at www.mplsrealtor.com.

RESPONSIBILITIES

  • Supervision/Management (40%)
    • Supervise and lead a team of Member Services Coordinators to meet and exceed service level expectations in front-of-house and member processing work with a customer centric mindset.
    • Ensure completion of special projects or areas of focus (e.g. Supply ordering, Supra Keys) by assigning projects to team members.
    • Ensure that all team members have the initial and ongoing training and skills they need to meet all of the job expectations. Includes maintaining how-to documentation.
    • Create and maintain plans for ensuring successful completion of work activities in alignment with departmental plans and employee performance objectives.
    • Provide coaching to support employee development and growth
  • Service Delivery (30%)
    • Ensure that service delivery is in line with service level expectations and member-centric mindset.
      • Strive for one-touch resolution
      • Friendly, calm, professional demeanor; De-escalate situations involving dissatisfied customers, offering patient assistance and support
      • Provide accurate information and follow through
    • Participate in all activities for both Front of House and Member Processing as needed to ensure successful completion of the work
    • Ensure smooth of new member
      • Deliver New Member Orientation
      • Create infrastructure that progresses applicants from potential members to pending members to active Realtor members
  • Database and Billing Management (20%)
    • Lead quarterly MLS fees billing cycles and annual dues billing cycle
    • Ensure high quality data in the customer relationship management system (RAMCO)
  • Leadership (10%)
    • Participate in and contribute to the success of the member engagement leadership team.
    • Work collaboratively with other member engagement managers toward ongoing continuous improvement, adapting to changing needs in the department, and building a strong team culture

QUALIFICATIONS

Minimum:

  • At least 3 years supervisory experience with non-exempt staff
  • At least 3 years administrative, customer service or call center work experience.
  • At least 1 year project management experience
  • Ability to build teams, develop commitment, resolve conflict, and identify and develop talent.
  • Strong organizational skills and ability to handle multiple projects and priorities in a busy environment.
  • Excellent written and verbal communication skills; Communicates with candor and care.
  • Conflict resolution and de-escalation skills
  • Ability to analyze and solve problems and report on progress in a fast paced environment
  • Strong customer centric orientation.
  • Organized and detail oriented.
  • Technology skills
    • Proficient in Microsoft Office products (Excel, Word, Outlook, SharePoint, Teams)
    • Prior experience managing a team with phone software
    • Prior experience viewing data, editing data and running reports in a CRM
  • Has cultural fluency and understands the importance of diversity, equity, and inclusion in the industry and the workplace.
  • Takes a solution-based approach to overcoming challenges and remains resilient.
  • Ability to meet challenging situations and unsatisfied customers with calm and patience.

Prefer candidates with experience in:

  • Residential real estate industry
  • Call Center work experience
  • Experience managing a team with phone software

Traits and abilities that are common among people who would thrive in this environment:

  • Ability to build teams, develop commitment, resolve conflict, and identify and develop talent.
  • Has cultural fluency and understands the importance of diversity, equity, and inclusion in the industry and the workplace.
  • Flexible and empathetic balanced with a drive for results.
  • Ability to shape and lead a team to execute a strategy, including defining goals and objectives.
  • Brings a point-of-view but also can keep an open-mind and coach effectively.
  • Ability to analyze and solve problems in a fast-paced environment.
  • Organized and responsive.
  • Communicates with candor and care.

HOURS/LOCATION

This position is full time on-site at MAR’s office building: 5750 Lincoln Drive, Minneapolis, MN 55436. Limited remote work schedules could be considered for up to 1 day a week to start.

TOTAL REWARDS

Compensation is $64,000 with a Total Rewards package:

  • Eligible for annual merit increase and recognition bonus based on performance
  • Paid time off per year:
    • Holidays: 11
    • PTO: 15 days (increases starting in year 5)
    • Sick: 5 days
    • Floating Holidays: 2
  • 401k: MAR matches up to 4% of employee contribution
  • Health Insurance: MAR pays 90% of premiums for employee health plan; 50% for dependents
  • Dental Insurance: MAR pays 100% of premiums for employee; access for dependents
  • Eye Insurance: MAR pays 100% of premiums for employee; access for dependents
  • Short Term and Long Term Disability Insurance: MAR pays 100% of premiums for employee
  • Life Insurance: MAR pays 100% of premiums for employee

APPLICATION INSTRUCTIONS

Interested candidates should submit a RESUME and COVER LETTER to moc.rotlaerslpmnull@sreerac and put “MAR Member Services Manager” in the subject line. Applications are reviewed as they are received.

Minneapolis Area REALTORS® values a diverse work environment. People of color and people from other underrepresented communities are strongly encouraged to apply. MAR is an Equal Opportunity Employer.