Customer Support Representative at Bright MLS, Inc – North Bethesda, Maryland

Find Your Place at Bright MLS.

Home. It’s more than just a place—it’s a feeling. At Bright MLS, "home" means family, community, safety, and the freedom to be your truest self. It’s this meaning that inspires everything we do. We're here to ensure an open, clear, and competitive housing market for all.

As a leading data technology company and the largest multiple listing service (MLS) in the United States, Bright MLS sits at the heart of some of the most powerful real estate markets in the country. Our platform powers more than 430,000 listings annually, supports over 100,000 real estate professionals, and touches the lives of more than half a million buyers and sellers every month across the Mid Atlantic six states and the District of Columbia.

But we’re more than numbers. We’re innovators, technologists, researchers, and storytellers working together to redefine what it means to be an MLS. With real-time data, deep market intelligence, and industry-leading tools, we’re shaping the future of real estate—and we’re just getting started.

At Bright, you’ll find a place where your voice matters, your work has purpose, and your ideas help move the industry forward. We’re collaborative, mission-driven, and passionate about using technology to make the housing market better for everyone.

If you're ready to do meaningful work at a company that values innovation and impact—we’d love to meet you. Learn more about BrightMLS.com

SUMMARY:

The Customer Support Rep is responsible for providing technical and customer service assistance including, but not limited to, hardware, software, application, membership, billing and first-level compliance support via various contact channels. The Customer Support Rep is also responsible for investigating and resolving customer issues and questions and providing required information and solutions.

This position is for the 11:00 AM to 8:00 PM shift, Monday through Friday - with limited weekend coverage required.

As a Customer Support Representative, you will be part of a caring, solutions-driven team that goes beyond troubleshooting. You’ll be a trusted guide, helping our customers succeed by providing outstanding service across phone, email, and chat.

Your mission is to resolve customer concerns with compassion, clarity, and a commitment to follow-through—no matter the challenge.

Key Responsibilities:

• Connect with Care: Respond to customer inquiries with genuine interest and professionalism across multiple channels. Whether the concern is technical, billing-related, or a general question, you’ll approach every interaction with empathy and understanding.
• Solve with Passion: Deliver helpful, accurate, and timely solutions tailored to each customer’s situation. Clear communication and a positive attitude will be your daily tools.
• Follow Through: Keep detailed notes on all customer interactions, ensuring consistent communication and follow-up through to issue resolution.
• Be the Voice of PEACE:
  1. Passion: Show true dedication to every customer, making every interaction a positive moment—no matter how big or small the issue.
  2. Empathy: Seek first to understand. Listen deeply and respond thoughtfully, always putting yourself in the customer’s shoes.
  3. Accountability: Take personal responsibility for resolving issues. Set clear expectations and keep customers informed until resolution is achieved.
  4. Community: Be a valued part of a supportive and encouraging team that collaborates to deliver the best for our customers, every single time.
  5. Expertise: Learn and grow your knowledge of Bright’s tools and services. Share what you know to build trust and confidence.
• Collaborate: Work together with team members and other departments to research challenges and deliver solutions that work now—and into the future.
• Educate & Empower: Guide customers through system features and membership benefits so they feel confident using Bright’s tools.

What You Bring:

• A passion for helping others and solving problems with a friendly, solutions-first attitude.
• 2+ years of customer service experience (Call center or in-bound support experience a plus).
• Excellent verbal and written communication skills.
• Comfortable working across multiple digital platforms, with a willingness to learn processes and tools.
• Strong attention to detail, time management, and organizational skills.
• Ability to adapt quickly to a fast-paced environment with shifting priorities.
• Experience in real estate or related industries is helpful, though not required.

Why Join Us?

Bright MLS supports one of the most dynamic and diverse real estate markets in the nation. We’re proud to power over $100 billion in real estate transactions annually and to support our passionate professionals who make it all happen.

We don’t just work together—we support each other as a community. Diversity, inclusion, and connection are at our heart, which is why we’ve been named one of the Washington Business Journal’s Most Diverse Employers—two years in a row.

Be a part of a team where your contribution truly matters. Bring your heart, your drive, and your sense of purpose—and help us bring PEACE to every customer, every day.

To learn more about us, visit www.brightmls.com

It is the company's policy to recruit, hire, train and promote individuals, as well as to administer any and all personnel actions, without regard to race, religion, age, sex, marital status, sexual orientation, disability, national origin, ancestry, military status or any other unlawfully prohibited characteristic in accordance with applicable laws.