Customer Experience Consultant

Zillow

Zillow

Customer Service
United States · Remote
Posted on Tuesday, July 9, 2024

About the team

ShowingTime+ is modernizing real estate for all agents, brokers, and multiple listing services (MLSs). ShowingTime+, a brand under Zillow, Inc., provides products and services to help real estate professionals streamline their businesses and deliver elevated customer experiences. Our product technology suite includes ShowingTime, dotloop, Bridge Interactive, Listing Media Services, and Listing Showcase.

ShowingTime+ products are used in hundreds of MLSs representing more than one million real estate professionals across the U.S. and Canada.

About the Team
Listing Media Services offers an easy, fast, and reliable way to book and receive quality real estate photography and rich media to help agent’s listings stand out in any market. Listing Media Services is a comprehensive photography service that takes the guesswork out of ordering listing media. ShowingTime+ will coordinate and execute the capture of high-resolution listing photos, aerial photography, interactive and schematic floor plans, virtual tours, and other media offerings for the agent. Building on the high-quality rich media from Listing Media Services, Listing Showcase from ShowingTime+ is a premium marketing offering for agents and teams to elevate their sellers’ homes and create beautiful listings unlike anything on the market today. Purchasing Listing Showcase and Listing Media Services allows real estate agents to customize their listings, market their brand, differentiate their listing offerings, and stand out on Zillow.com – ultimately growing their brands and businesses.

About the role

In this role as a Listing Media Services and Showcase Customer Experience Consultant, you will:

  • Deliver the best customer service through efficiency and delivering quality on time, every time.

  • Provide guidance and solutions via multi-channels (phone and email).

  • Utilize your interpersonal skills to achieve excellent customer satisfaction results; keeping our customers front and center as our north star.

  • Assist customers with questions relating to appointment scheduling for photographers, billing, media delivery, and password resets, assist in using our scheduling software, and troubleshoot technical issues; this includes de-escalation and providing first contact resolution.

  • Accurately document customer interactions using our Customer Relationship Management software, Salesforce.

  • Champion the voice of the customer by providing feedback to our product team.

  • Team player- be excited to openly communicate with all customers (internal and external) and be able to adapt quickly to changes.

This role has been categorized as a Remote position. “Remote” employees do not have a permanent corporate office workplace and, instead, work from a physical location of their choice, which must be identified to the Company. U.S. employees may live in any of the 50 United States, with limited exceptions.In California, Colorado, Connecticut, Hawaii, Nevada, New York, Washington state, and Washington DC the standard base pay range for this role is $18.80 - $30.00 Hourly. This base pay range is specific to California, Colorado, Connecticut, Hawaii, Nevada, New York, Washington state, and Washington DC and may not be applicable to other locations.In addition to a competitive base salary this position is also eligible for equity awards based on factors such as experience, performance and location. Actual amounts will vary depending on experience, performance and location.

Who you are

  • One year of experience in a customer service role is required.

  • Experience in a contact center role is required.

  • Consistent track record of working independently to complete a high volume of customer cases.

  • Proficient use of web-based products, MS Office, and SalesForce (or a similar CRM system).

  • You're hard-working, motivated, enthusiastic, and honest; work effectively in a rapidly changing, fast-paced environment in a very dynamic company.

  • Self-starter: Can work efficiently without hands-on supervision

  • English language required.

  • Excellent communication skills and excel in building positive relationships.

  • Remote work; needs reliable internet connections and a quiet workplace.

Flexibility to work a non – traditional fixed shift. Shifts available are:

  • Tuesday - Friday 10-7pm EST, Saturday 9-6pm EST (off Sunday and Monday)
  • Tuesday - Friday 11- 8pm EST, Saturday 9-6pm EST (off Sunday and Monday)

Get to know us

Zillow is reimagining real estate to make home a reality for more and more people.

As the most-visited real estate website in the United States, Zillow® and its affiliates help movers find and win their home through digital solutions, first class partners, and easier buying, selling, financing and renting experiences. Millions of people visit Zillow Group sites every month to start their home search, and now they can rely on Zillow to help make it easier to move. The work we do helps people get home and no matter what job you're in, you will play a critical role in making home a reality for more and more people.

Our efforts to streamline the real estate transaction are supported by a deep-rooted culture of innovation, our passion to redefine the employee experience, a fundamental commitment to Equity and Belonging, and world-class benefits. These benefits include comprehensive medical, dental, vision, life, and disability coverages as well as parental leave, family benefits, retirement contributions, and paid time off. We’re also setting the standard for work experiences of the future, where our employees are supported in doing their best work and living a flexible, well-balanced life. But don’t just take our word for it. Read recent reviews on Glassdoor and recent recognition from multiple organizations, including: the 100 Best Companies to Work For, Glassdoor Employees’ Choice Award, Bloomberg Gender-Equality Index, Human Rights Campaign (HRC) Corporate Equity Index, and TIME 100 Most Influential Companies list.

Zillow Group is an equal opportunity employer committed to fostering an inclusive, innovative environment with the best employees. We are committed to equal employment opportunity regardless of race, color, ancestry, religion, sex, national origin, sexual orientation, age, citizenship, marital status, disability, gender identity or Veteran status. If you have a disability or special need that requires accommodation, please contact your recruiter directly.

Applicants who receive job offers from Zillow Group will be asked to sign a Proprietary Rights Agreement which includes confidentiality, intellectual property assignment, customer and employee non-solicitation, and non-competition provisions. If you are contacted for a role at Zillow Group and wish to review a copy of the Proprietary Rights Agreement prior to receiving an offer, you may request a copy from your Recruiter.