Manager of MLS Systems

We are seeking an organized, service-driven Manager of MLS Systems to lead our MLS systems administration, operational workflows, and internal staff development. This role is responsible for ensuring peak MLS functionality, driving comprehensive staff cross-training across the MLS pipeline and product benefits, and maintaining exceptional customer service standards. A key aspect of this role includes regularly reviewing member support tickets for quality assurance and providing actionable feedback to staff., * Become an expert in our MLS systems, including Paragon, and product support, providing essential technical and customer support to our members.

• Be the first line of contact for member inquiries, delivering timely and effective solutions via phone and email.
• Be cross-trained on the membership side to be able to provide backup support on the Membership pipeline.

MLS System Administration & Compliance

• Oversee the daily administration, performance, and data integrity of the MLS system.
• Assist in preparing agendas, taking meeting minutes, and completing deliverables for the MLS Committee.
• Coordinate with vendors and technical stakeholders on system updates, enhancements, and integrations.
• Troubleshoot complex MLS issues and serve as the primary escalation point for member support inquiries.

Staff Cross-Training & Product Knowledge Development

• Develop and lead continuous internal cross-training programs to ensure all staff members can handle any member request within the MLS pipeline.
• Cross-train staff thoroughly on all member product benefits, tools, and services to ensure uniform support capability across the team.
• Create and maintain internal standard operating procedures (SOPs), knowledge bases, and reference materials for staff enablement.

Quality Assurance & Operational Leadership

• Collaborate with Manager of Membership to conduct regular Streak ticket reviews and audits across member support channels to ensure accurate, high-quality, and timely customer service.
• Collaborate with Manager of Membership to deliver regular, constructive feedback and coaching to staff based on ticket reviews and service performance evaluations.
• Supervise day-to-day operations and establish efficient workflows that elevate the overall member experience across all touchpoints on the MLS side.
• Monitor service metrics, response times, and inquiry trends to identify operational bottlenecks and drive continuous improvement on the MLS pipeline.
• Be able to provide backup supervision and support on the Membership pipeline.

• Experience: 3-5 years of experience in MLS administration, real estate operations, customer service management, or association operations.
• Core Technical Knowledge: Strong understanding of MLS systems (e.g., Paragon), real estate operations, and member product offerings. Experience using the Streak ticketing system is a plus.
• Staff Development: Proven ability to conduct internal cross-training, build educational reference materials, and mentor staff.
• Quality Management: Direct experience conducting customer service quality audits, reviewing support tickets, and providing actionable performance feedback.
• Leadership: Strong supervisory, organizational, and process-improvement skills.
• Ability to multitask and be able to manage multiple projects and systems at once.

• 401(k)
• 401(k) matching
• Dental insurance
• Health insurance
• Health savings account
• Life insurance
• Vision insurance

For over a century, The REALTORS® Association of South Central Wisconsin (RASCW) has served the local real estate community, empowering members and promoting homeownership. The South Central Wisconsin Multiple Listing Service (SCWMLS) provides access to the most comprehensive, accurate, and up-to-date database of properties for sale in South Central Wisconsin.