Zillow Work From Home Support Services Specialist

Work Based At Home; New York (NY); Remote; USD 60,000 - 80,000; Full time

Job summary

Join a dynamic team dedicated to enhancing the real estate experience for users across the country. This role as a Support Services Specialist offers the chance to engage with real estate professionals and consumers alike, providing exceptional support and education while navigating the complexities of the NYC real estate market. With a focus on problem-solving and collaboration, you'll play a vital part in maintaining high standards of service and ensuring user satisfaction. This innovative company values your contributions and offers the flexibility of remote work, allowing you to thrive in a supportive environment while making a significant impact in the industry.

Qualifications

• Experience in customer service or client support roles is essential.
• Proficient in managing high volumes of customer inquiries effectively.

Responsibilities

• Manage customer inquiries via email and live chat, ensuring high satisfaction.
• Facilitate program oversight processes and maintain quality of service.

Skills

Customer Service

Problem Solving

Communication

Google Drive

Time Management

Real Estate Knowledge

Tools

Email

Live Chat

Job description

Zillow Work From Home Support Services Specialist

About the team

StreetEasy is seeking a Support Services Specialist to join our Support Services team. We are a well-versed bunch that collaborates with all areas of the business. Our focus is to build, strengthen, and expand relationships with real estate professionals using StreetEasy to grow their business, assist StreetEasy consumers using our platform to find their next home, and support internal teams in maintaining program oversight processes.

About the role

In this role you will play a part in addressing challenges and providing valuable education to NYC real estate professionals, StreetEasy customers, and internal teams by supporting our products and services. This multifaceted position is divided into two key areas: Account Management and Program Management.

Account Management:

1. Your focus will be on addressing the needs of StreetEasy users, ensuring they receive exceptional support.
2. You will be responsible for essential account activities such as account and listing maintenance, onboarding, educational initiatives, and the identification of site feedback and bugs.

Program Management:

1. Dive into the realm of program oversight processes where you will be responsible for maintaining quality of service for various operations that drive key business functions.
2. You’ll help oversee Listing Approvals (FRBO/FSBO and Listing Verification), managing and enforcing the Agent and Brokerage Accountability programs, and implementing Listing and Account Quality Control measures.

If you are driven by a passion for problem-solving, education, and collaborative team efforts, this role offers a unique opportunity to make a significant impact within the real estate industry.

You will get to:

1. Manage a high volume of customer inquiries via email and live chat, with inquiries relating to site usability, information accuracy, billing, and accounts for the StreetEasy & Out East brands.
2. Recognize problems, find resolutions, and provide feedback for site improvements to StreetEasy & Out East product teams.
3. Continuously build, test, assess, and improve systems, processes, and policies to help contribute to overall site satisfaction.
4. Actively participate in user education and training presentations, agent relationships, and general site improvement discussions for related brands.
5. Educate, prepare, and set clear expectations for all users based on site policies to ensure a positive user experience.
6. Facilitate program oversight processes that minimize bad listing behavior by leveraging data to identify and improve key problem areas.
7. Maintain relationships with landlord partners to ensure they are set up for success, and happy with our products and services.
8. Oversee the listing approval process to thoroughly vet and maintain high listing quality with minimal disruption to partners.
9. Facilitate the seamless onboarding and comprehensive education of new brokerage and landlord partners to aid their success in advertising on StreetEasy.
10. Identify potential revenue opportunities for the business under the Support Services purview.
11. Ensure that the site operates in full compliance with all applicable laws and regulations (involves collaboration with Legal, Strategy, PE&O, and other cross-functional teams/stakeholders).

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.

Who you are:

1. Previous experience in customer service or client support roles.
2. Comfortable simultaneously managing high volumes of customer contact through email and live chat and prioritizing tasks effectively.
3. A teammate who can communicate effectively with internal and external stakeholders and can adapt quickly to change.
4. Excellent customer service and creative problem-solving skills; you’re organized, timely, empathetic, inventive, savvy, and love finding new ways to tackle issues.
5. Passionate about educating others and upholding StreetEasy policies to ensure compliance and a positive user experience.
6. Ambiguous and ready to proactively identify opportunities that will contribute to business goals.
7. Proficiency in the Google Drive suite of tools.
8. Available to be scheduled on a rotating weekend schedule (typically no more than 2 weekend days a quarter).
9. Have a desire to understand the New York City real estate market.

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.