KWx
MCA Support Representative
WHO WE ARE: ONE TEAM. ONE MISSION.
kwx is an integrated homeownership experience company that puts Keller Williams real estate agents at the center of its world. The spectrum of Keller Williams Realty Inc., Keller Williams Worldwide, Keller Mortgage, Keller Covered, Keller Offers and Keller Manage, provides agents with a seamless experience so they can offer their clients an integrated homeownership experience. Our technology, training and resources give agents more time to build meaningful client relationships.
Every team member is a valued part of one team driven by one mission: to serve agents so they can serve their clients. We’re committed to listening, learning, and responding to our team members and to making kwx and its family of companies a truly great place to work.
Working with kwx is a win-win for agents, their clients and our kwx team.
OUR HISTORY.
In 1983, Keller Williams was a rebel upstart fueled by Gary Keller’s philosophy of “people helping people” and a win-win culture. Its enduring belief system, WI4C2TES (Win-win, Integrity, Customers, Commitment, Communication, Creativity, Teamwork, Trust, Equity, and Success) keeps them anchored in doing the right thing. The company started to fuel entrepreneurial agents’ success, so agents can serve their clients like no others in the industry.
As Keller Williams grew to a market-leading organization, its culture spread, as did the commitment to give agents the training and tools to grow their businesses and profits. Keller Williams’ proud past set a foundation for a bright future.
As time went on, Keller Williams expanded its offerings to support their agents. While it started with Keller Williams Realty, Inc., it soon expanded with Keller Williams Worldwide and then added supporting services including Keller Mortgage, Keller Covered, and Keller Offers. In 2020, the concept of One Co., integrating all companies for a homeownership experience, took hold and kwx was launched.
KELLER WILLIAMS CORE VALUES RESPONSIBILITY: Every member of the Keller Williams leadership team is responsible for leading and modeling diverse, equitable, and inclusive practices in the workplace relative to hiring, promoting, paying, and managing people. Leaders are expected to treat all people with civility, respect, and dignity and demonstrate the 10 core values that form our belief system.
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 other 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.
Responsibilities
- Provide Launch Coordination Support for newly-approved Market Centers
- Provide Market Center Closure support and guidance to Regional and Market Center Leadership
- Support Leadership’s usage of KW Technology, including Command MC
- Own the client relationship. Create escalations for Engineering, communicate status updates back to the end-user, and maintain ownership until resolution.
- Hold yourself accountable to SLA requirements for ticket quantity and quality
- Strive toward first-contact resolution. Proactively decrease incoming volume by providing helpful resources and best practices upfront.
- Identify trends for reported issues and alert leadership to increasing volume or repeat issues.
- Build and strengthen client and remote team relationships through verbal and written communication
- Walkthrough and troubleshoot technical issues with MCAs via screen share, troubleshooting technology and error messages in order to find a solution efficiently
- Walkthrough and troubleshoot Market Center accounting and financial issues
- Actively monitor and participate in Social Media discussions centered on MCA responsibilities
- Assist with Enablement Training Courses for MC Leadership
Qualifications
- 1-2 years accounting experience
- 2-3 years customer service experience
- Excellent written and verbal communication skills, with a high level of responsiveness and proactiveness
- Experience with remote teams; ability to manage workload and deliverables with minimal supervision
- Experience with real estate transactions
- 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
- 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 train and create team training 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
- Have completed or are completing the following MCA training sessions during your career (Note some of these sessions aren’t currently offered so if you have most but not all, we’ll take that into consideration.)
a) FSO
b) MCA Success in the office
c) JumpStart online/Transmittal 101—KW Connect piece
d) Market Center Financials
e) DRIVE/MCA Growth
f) Career Visioning
g) 30-60-90 & Success Through
kwx is committed to creating a diverse environment and is proud to be an Equal Opportunity Employer. kwx recruits, employs, trains, compensates and promotes regardless of race, religion, color, national origin, gender, gender identity or expression, sexual orientation, national origin, genetics disability, age, veteran status, or other protected status as required by applicable law. All qualified applicants will receive consideration for employment.
We consider the health and safety of our team members to be of paramount importance. Therefore, the Company’s COVID-19 Vaccination Policy applies to all team members who physically work in the Austin, TX or Dublin, OH offices. It does not apply to team members who are working remotely (unless they come into the Company’s offices, in which case, this policy applies).
Keller Williams Realty is an American technology and international real estate franchise with headquarters in Austin, Texas.
- Founded
- Founded 1983
- Employees
- 11-50 employees
- Industry
- Real Estate
- Total raised
- $2M raised
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