Zillow Remote Customer Experience Consultant

Work Based At Home; New York (NY); Remote; USD 80,000 - 100,000; Full time

Job description

Zillow Remote Customer Experience Consultant

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 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.
• Be a team player and openly communicate with all customers (internal and external) and 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.

Compensation

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 these locations 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).
• Hard-working, motivated, enthusiastic, and honest; able to work effectively in a rapidly changing, fast-paced environment.
• Self-starter: Can work efficiently without hands-on supervision.
• Excellent communication skills and excel in building positive relationships.
• Remote work; needs reliable internet connection 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.