CREA Member Support Representative

The member support representative provides technical and empathetic assistance to boards, associations, members and consumers by responding to voice and e-mail inquiries in a professional and timely manner.

Reports To:
Manager, Member Support

Effective Date:
February 2020

The Member Support Representative is responsible to respond to provide support to Boards, Associations, REALTORS® and consumer inquiries in a timely fashion based on described criteria and service approved service levels

Core Competencies:

  • Analysis
  • Communication (written & verbal)
  • Attention to detail
  • Establishing Trust
  • Demonstrating empathy skills
  • Results focus

Position Accountabilities:

  • Execute on all inquiries and service requests for all CREA technology products and services
  • Track all incoming inquiries;
  • Report urgent matters and escalate complaints to the Manager Member Support ;
  • Work closely with Products & IT and Marcom to ensure all user needs are met;
  • Communicate requirements and solutions with boards and MLS® providers regarding upload procedures to ensure appropriate data is provided to CREA for display and retention purposes
  • Perform other related duties;
  • Prepared to work flexible working hours including evenings and weekends and holidays
  • Update Member Support FAQ as required;
  • Actively support the new Member Support transformation initiative;
  • Embrace proactive member support in order to increase CREA product and services usage.


  • Proven ability to communicate in French and English, both verbal and written.
  • A good understanding of CREA products and technology
  • Must be member service oriented and empathetic
  • Positive attitude and eagerness to learn and help others
  • Strong interpersonal and communication skills.
  • Strong knowledge of the Internet, MS Word, Excel, Internet browsers (Chrome, Firefox, Safari, IE) and Outlook.
  • Working in team environment
  • Ability to work flexible hours and overtime a requested by the Manager
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