At Stellar MLS, our valued brokers and agents run their businesses with speed, care, and precision. When a listing won't update or a deadline is looming, it can prevent their clients from obtaining the necessary information needed to find the home of their dreams. That's when my Support and Membership, Administration, & Data Integrity (MADI) teams step in to help.
When you place a call to our offices, you can rest assured that the team member you connect with will have the resources to not only answer your questions but also leave you in a better position than when you placed the call. Stellar MLS wouldn't be who we are without the team's continuing dedication to every customer we serve. Because of their work, Stellar MLS continues to offer you the best data in the industry, every time.
I want to highlight the important work Support and MADI do every day and give them a chance to share moments when their efforts truly made a difference in our community.
Stories That Define Stellar Service
When asked what makes him feel at home with Stellar MLS, Support Center Technician Nestor D. thought of one call that had stayed with him.
"I took a call from one of our agents who was getting reminders about completing their education requirements. The member stated their broker warned them they were at risk of not only losing access to their account but also that the office could be affected. The caller was panicked and emotional."
Nestor explained that the reminders were routine and meant to help members stay on track. Once the agent felt calmer, she shared something deeply personal: she had recently lost her mother in a car accident.
"This hit home to me as I had recently lost my mother too. I couldn't relate to every detail of her situation, but I knew the feeling of that kind of loss, and it is a big one."
He reassured her that she still had time to complete the class and urged her to take care of herself first. After the call, he went to management to ask if her due date could be extended. It was approved.
"This not only humbled me but made me feel honored to have the privilege of being a member of a team who honestly... just gets it. That's what makes me proud to work here."
So, what makes Stellar MLS's Support Team special? It's their commitment to balancing knowledge and empathy, following the company's Always Principles: listening before you speak, delivering stellar service, never accepting the status quo, and succeeding when brokers do.
Patience That Pays Off
Jeanette B. shared a moment that reminded her how patience can make all the difference.
"A member was trying to log in to change a listing status before a deadline. She couldn't find the reset link and was getting frustrated. I guided her step by step, told her to check her spam folder, and asked her not to close the reset page. It took about an hour, but she finally got in and changed her listing on time. She was so happy and kept thanking me. That made my day."
For Jeanette, that kind of patience is part of the job. When asked how the team measures success, she put it simply: "When a member hangs up feeling better than when they called."
Turn Tension into Trust
For Gina R., the most memorable calls are the ones that start with tension and end with trust.
"An irate agent wanted a listing updated but was too upset to give me the details. The call came to me after others tried to help. Once I got the information I needed, I made the corrections and calmed the agent down. By the time we finished, the tone had changed completely. It was before 8:30 in the morning, and I remember thinking, this is going to be a good day."
When asked how she manages stressful moments, Gina said the key is to listen first and respond second. "Most people just want to know they're being heard. Once they feel that, the rest is easy."
Remember Why It Matters
Ryan O'C., who has been with Stellar for more than 18 years, said his perspective changed the first time a customer thanked him for what he does.
"It was years ago, but I still remember it clearly. A customer told me, 'Thank you for everything you and Stellar do for Realtors.' It doesn't happen every day, but hearing that reminded me that our work affects people's lives. It made me look at what we do differently."
"We spend so much time helping brokers succeed that sometimes we forget we're part of that success story too."
A Caring Culture
For Rossan McK., Stellar MLS shows her just how valuable she is to the team when life becomes difficult.
"When my father-in-law passed away, Stellar sent a gift to my family. And when I had my baby, they sent flowers. I still have a few dried ones and smelled them this morning. Her words were a reminder that it's the little things that show we're not just a company but a company that genuinely cares."
Her reflection underscored what makes Stellar's culture different. We take care of our customers, and we take care of our team.
When you contact the Stellar MLS offices, you're connecting with a team that cares deeply about what they do. Someone who understands how to resolve issues inside and out, but never forgets there is a person on the other end of the line. At the heart of Stellar MLS is a team that proves success truly begins within.
