Helpdesk Customer Service Representative

Company Info

Century 21 Affiliated

221. W Beltline Highway
Madison, WI, United States

Phone: 6082212121
Web Site:

Company Profile

Helpdesk Customer Service Representative


Job ID:



Madison, WI, United States 


Accounting, Admin-Clerical, Automotive, Banking, Biotech, Business Development, Construction, Consultant, Customer Service, Design, Distribution-Shipping, Education, Engineering, Entry Level, Executive, Facilities, Finance, Franchise, General Business, General Labor, Government, Grocery, Health Care, Hospitality-Hotel, Human Resources, Information Technology, Installation-Maint-Repair, Insurance, Inventory, Legal, Management, Manufacturing, Marketing, Media-Journalism, Nonprofit-Social Services, Nurse, Other, Pharmaceutical, Professional Services, Purchasing-Procurement, QA-Quality Control, Real Estate, Research, Restaurant-Food Service, Retail, Sales, Science, Skilled Labor, Strategy-Planning, Supply Chain, Telecommunications, Training, Transportation, Veterinary Services, Warehouse

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Employment Type:

Full time



Job Description:

Century 21 Affiliated, the #1 Century 21 franchise in the world for three years in a row, seeks a Helpdesk Customer Service Representative to join our high energy and entrepreneurial team. We are a fast growing and dynamic real estate company with locations in Wisconsin, Illinois, Indiana and Michigan. 
Working under the direction of the IT Director and COO, this position will provide customer service and desktop support to our 90+ offices and 1800+ sales associates, both on-site and remotely. The base location for this position will be at the corporate office in Madison, WI.
We are seeking a customer-centric individual who is interested in kick-starting or advancing their information technology career at a fast pace while growing their skillset quickly for one of the top brands in all of the Midwest. 
  • Provide effective customer service for internal customers by using excellent, in-depth knowledge of company’s business tools and systems
  • Assist IT Director with troubleshooting problems, determining the source and advising on appropriate action; escalates the issue to the appropriate member of the IT team when necessary
  • Maintains confidentiality with regard to the information being processed, stored and accessed by the end-users
  • Manages records, logs and reports of assistance in helpdesk ticketing system
  • Writes and updates standard operating procedures for the department and customers
  • Minimal travel within Wisconsin, Illinois, Northern Indiana and Michigan
  • Perform other duties as assigned, such as supporting the social media team with special projects

Job Requirements:

Education and Experience
  • Minimum of a high school diploma required
  • All degrees considered; associate’s degree in Information Technology preferred
  • 1-2+ years of customer service experience required; experience in IT or related field highly desirable
  • HTML experience and/or experience using the Adobe Creative Suite, including InDesign, Illustrator and Photoshop preferred 
Required Knowledge and Skills
  • Must have strong communication skills (verbal and written) and be able to successfully communicate technical information to non-technical users
  • Stellar customer service is a must; good diplomacy skills also required
  • Willingness and ability to learn and support new tools and systems
  • Works well with a team and also be able to be self-directed
  • Dynamic self-starter, who takes ownership of a task and completes it in a timely fashion
  • Ability to perform under pressure by being able to multi-task and prioritize workload
  • Knowledge and/or experience in the Real Estate industry is a plus and interest in real estate required
  • Valid Driver’s License and reliable transportation is required 
Desired Skills – will train the right person
  • Knowledge of hardware, software and internet connectivity
  • Exposure to troubleshooting personal technology such as mobile devices as well as PCs
  • Familiarity with marketing communications including an understanding of editorial considerations for publishing to the web and social media platforms preferred 

Hours: Monday through Friday 9:00am to 5:00pm. May include some evenings and weekends.