NWMLS Phone Transfer Queues

• Accounting – 7810 (Voicemail 77810  – checked by whole team)
  • Collections questions
  • Callers asking for payment arrangements
  • Callers asking to have late fees waived
  • BVR questions – requests to re-send, etc.
  • Callers who are shut off and cannot make payments
• Call Center – 7800
  • Primary helpdesk – any question
• Call Center Escalation – 7831
  • Advanced call center call help – tough callers, rules, forms, etc.
• Compliance – 7825 (Voicemail 77825 – checked by whole team)
  • Callers who got email from compliance with a warning or fine
  • Callers disputing a fine
  • Questions about how to file ‘informal complaints’ about a listing
• Listing Input (LIP) – 7814 (Voicemail 77814 – checked by whole team)
  • Callers wanting to initiate a double area/double property type
  • Questions about photos on listings – procedure, policies
  • Checking if LIP department got a fax or email
  • Callers needing an Area adjusted post-listing entry
• IDX (Internet Data eXchange)– 7832 (Voicemail 77832 – checked by whole team)
  • How to set up IDX or questions about existing feeds (I’m building a site and want to set up a search feed…)
  • Form 110 questions
  • Vendors calling about IDX/payments
• Keyboxes – 7817 (Voicemail 77817 – checked by whole team)
  • Troubleshooting keys, Keyboxes
  • Reporting lost/stolen key or Keyboxes
  • Assistance with any SupraWEB questions
• Membership – 7819
  • DB/BB/AP level questions about opening office, changing office info
  • BILLING issues related to DB/BB/AP – late fees, payment arrangements.
• Printing/Design – 7840 (Voicemail 77840 – checked by team)
  • Members wanting us to run print jobs for existing flyers, business cards, etc.
  • Members needing design work done
• Rules/Arbitration/Discipline – 7833
  • Questions about filing formal disciplinary or arbitration complaints
  • Procedural questions
  • Checking about an ongoing complaint or arbitration
  • Questions about NWMLS Rules
• SafeMLS – 7843 (Voicemail 77843 – checked by whole team)
  • Calls related to SafeMLS Remediation process
• Tech Support – 7829 (Voicemail 77829 – checked by whole team)
  • Customers with technical errors while using the website
  • Mobile app tech issues
  • Troubleshooting unresponsive web browsers, etc. while using NWMLS site
  • Screenshare with callers to provide assistance as needed
• Training – 7842 (Voicemail 77842 – checked by whole team)
  • For callers needed advanced, long-term walkthroughs on transaction desk or other systems like Matrix, Realist (usually, someone who has been to classes, etc, and still does not really understand how something works and will take a long time to assist