CRMLS Customer Care: Behind the Headset & FAQs (Part 1)

CRMLS Customer Care FAQ Blog 1

Here at the CRMLS Customer Care Department (CCD), we strive to deliver a phenomenal customer experience and achieve the highest levels of customer satisfaction. The culture of our organization revolves around treating our customers as we would like to be treated.  We understand our users rely on CCD to provide accurate, efficient, and quality service each time they call in. That’s why, as the support service for the largest MLS in the nation, we provide support 7 days a week. With 15 Customer Care Representatives and three supervisors covering support from 8:30 am all the way until 9 pm every weeknight – and 10 am to 3 pm on weekends – we’re on call over 70 hours a week to keep your MLS experience the best it can be.

While we’ll always strive to answer your questions and concerns in a timely manner, it can never hurt to provide you, our users, with helpful resources. The more you know about using the MLS, the better prepared you’ll be to deal with issues when they arise. With that in mind, here are answers to five of the most frequently asked questions our Customer Care representatives receive.

1. How do I add/edit media (like photos or virtual tours) on a listing?

See a brief guide to adding photos here and a guide to entering virtual tours here. You can also view the full Matrix Listing Management Manual (PDF) for more detail.

Adding Photos: After you have submitted your listing in Matrix, click the Add/Edit tab, and select your listing in the Quick Modify drop-down menu. Click Manage Photos under Other Options. Click Browse to navigate to the folder on your computer where your photos are located. Select the photo(s) you want to add to your listing, and then click Open. When you’re finished adding photos, click Save.

Adding Virtual Tours: During the listing input process, enter the Description tab.

If your virtual tour is unbranded – i.e. it is only a tour of the listing, with no agent/broker names, phone numbers, websites, email addresses, messages, or solicitations of any kind – enter the first virtual tour link in the Virtual Tour URL Unbranded field, and the second (if necessary) in the Virtual Tour URL Unbranded 2 field. The URL must begin with http:// or https:// to function properly.

If your virtual tour is branded – i.e. it includes agent/office branding of any kind – enter the link under the Virtual Tour URL Branded field. Again, the URL must begin with http:// or https:// to function properly.

2. How do I update my personal contact information in Matrix?

See this guide to modifying contact information here.

The guide’s steps are as follows: After logging into Matrix, click the Add/Edit tab. Under the Roster section, type your Agent or Office ID into the Quick Modify Agent/Office ID field, then click Edit. Under Select Form, click Change Contact Information. Update your information and Preferred Contact Order as needed. When finished, click Submit Member to save your updated info.

3. How do I create an automatic email?

See a guide to creating basic auto emails here and auto emails in Concierge mode (allowing agents to view and approve new/updated listings before being emailed to clients) here. If you need to activate an auto email you created, see this guide.

In brief: from any search results page in Matrix, click Save, then select New Auto Email. (You can enable up to 250 Auto Emails in Matrix.) Choose a contact (or create a new contact) to receive the email. Type a subject for the email in the Subject field (required), and choose if you’d like to be BCC’d with a copy of all emails. Matrix will display a default message in the Welcome Email and Recurring Email fields; you may edit these. Select the dates and times you’d like the emails sent. Then click the Save button to save your Auto Email.

4. How do I opt-in to Zillow and Trulia?

If you are a broker or office manager, view this quick guide on managing syndication. If you are an agent, your ability to opt-in to listing portals will depend on whether your broker has opted-in to syndication. In cases where your broker has opted-in, view this guide to manage your syndication options.

The guide’s steps are as follows: After logging into Matrix, click on the Add/Edit tab. Under the Roster section, type your Agent ID into the Quick Modify field and click Edit. Under Modify Member, click on Manage Syndication. To opt-in to syndication, find the Syndicate To section, and click the box next to Zillow/Trulia in that section. Finalize the process by clicking Submit Agent.

5. My account is inactive or disabled. How do I reactivate it?

If your MLS account is inactive, please contact your Association or Board directly to resolve. Only your Association or Board, not CRMLS, can reactivate your account.

Generally, MLS accounts become disabled because of rules violations. If your account has been disabled, you have likely received numerous emails from CRMLS detailing these violations and the steps needed to correct them. Please check for all emails from the CRMLS Compliance team, including in your spam folder. It is each user’s responsibility to ensure that they check the email address they have on file with CRMLS for warnings, violations, and fines. To reactivate a disabled account, follow the steps outlined by the CRMLS Compliance team in their email correspondence with you.

For information on how to avoid common MLS violations in the future, see this guide and this blog post.


We measure quality customer service by occasions when a CRMLS Customer Care Representative receives a call from an unhappy user and turns the call into a positive experience. In the words of one CRMLS user, “[Customer Care Representative] Ian [Huss] was polite, knowledgeable, and to the point… The experience I had with Ian surpassed my expectations. Thank you for running a top-notch call center with experienced and knowledgeable representatives.”

We hope this helps answer some questions you have. Stay tuned for Part 2 of this blog post, which will address even more FAQs. If you couldn’t find the answer to your question here, you’re always welcome to visit our support page or give us a call at 800-925-1525.

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