Zillow Hiring for Customer Care Advocate, Rentals Job at Remote Full Time

About the team

Zillow Group Rentals is obsessed with revolutionizing the way renters find their new home. The Rentals Operations team brings rentals’ initiatives to life and keeps them generating revenue. We operate in a strong team oriented environment, and while we have individual goals, we work together to provide consistent high quality BEST client experience in the industry! We roll up our sleeves, dig in and get work done.

About the role

Zillow Group is hiring a motivated Customer Care Advocate to join our Customer Care, Rentals Team. We are a close-knit team that collaborates with all areas of the business. Our focus is to build and strengthen relationships with rental professionals while helping them fill their vacancies through Zillow Rental Manager.

• Work directly with paid partners, customers (landlords, property managers, and renters) and internal employees to troubleshoot and resolve issues (e.g . listings, billing, account) and answer product questions.

• Have a strong dedication to providing education and resolving technical issues while maintaining a high level of professionalism and customer service.

• Respond to all partners and customers within assigned service levels and take ownership of resolving issues from start to finish.

• Handle a high volume of customer inquiries (via email and phone) and meet and exceed defined ticket quotas and other activity metrics using Zendesk.

• Effectively communicate with all customers and partners (internal and external) and adapt quickly to changes.

• Regularly report feedback to help improve the customer experience and increase team efficiency. This includes ideas to decrease incoming volume of customer complaints, create clarity in team SOPs, and better knowledge base content for external partners.

• Work with internal teams to report and drive resolutions to site bugs and technical issues affecting the customer experience.

• Support Zillow Group Rentals’ new products as they launch and stay abreast of industry events to understand how these changes might impact our product and customers.

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. Employees may live in any of the 50 US States, with limited exceptions. In certain cases, an employee in a remote-designated job may need to live in a specific region or time zone to support customers or clients as part of their role.

In California, Colorado, Connecticut, Nevada, New York City and Washington the standard base pay range for this role is $18.50 – $29.50 Hourly. This base pay range is specific to California, Colorado, Connecticut, Nevada, New York City and Washington 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

• Candidates should have at least two years’ experience in a customer service or communications role.

• You must see customer service as vital to the success of an organization and must be passionate about satisfying our customers.

• Solving problems and making customers happy are what we’re all about!

• High degree of ownership and commitment to work quickly and accurately in a rapidly changing environment.

• Experience using various channels for delivering customer support, including phone and email.

• Excellent communications and interpersonal skills.

• Able to work effectively and efficiently with customers who have varying degrees of product and technical proficiency.

• Previous experience in Zendesk or other CRM software.

• Excellent problem-solving skills, with a technical aptitude and a willingness to learn new systems.

• A quick and flexible learner. We move quickly here and the industry moves quickly, so you have to be willing and able to grow with us.

• Experience in real estate / advertising / internet / and or media environments is preferred.

• Resourceful, and savvy with database searches, internet searches and finding new ways to solve issues.

Get to know us

Zillow is reimagining real estate to make it easier to unlock life’s next chapter.

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 is helping people move from dreaming to transacting — and no matter what job you’re in, you will play a critical role in making this vision a reality.

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. 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 in 2022 list, Glassdoor Employees’ Choice Award, honoring the Best Places to Work in 2022, Bloomberg Gender-Equality Index 2022, Human Rights Campaign (HRC) Corporate Equity Index and Best Place to Work for LGBTQ Equality 2022, 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 us at [email protected].

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.