Consumer Support, Support Consultant

Zillow

20h • $21 - $35 • Remote

About The Position

As a Consumer Support Consultant on the Consumer Support team, you’ll join a collaborative group that helps move Zillow’s mission forward by supporting people who use our real estate products every day. This team plays a key role in championing the consumer experience and helping customers get real value from Zillow’s tools and services — and as a Consumer Support Consultant, you’ll be a big part of making that happen. Work daily with Consumers (homeowners, buyers, and sellers) and internal employees. Have a strong dedication to providing education and resolving issues while maintaining a high level of professionalism and customer service. Be an expert on all Zillow Real Estate products, features, and functionality. Support Zillow's new products as they launch, and stay abreast of industry events to understand how these changes might impact our product and customers. Respond to all Consumers within assigned service levels and take ownership of resolving customer issues. Meet the defined goals and activity metrics using Salesforce. Great Teammate- be eager to openly communicate with all Consumers (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, Connecticut, Maryland, Massachusetts, New Jersey, New York, Washington state, and Washington DC the standard base pay range for this role is $21.60 - $34.60 hourly. This base pay range is specific to these locations and may not be applicable to other locations. In Colorado, Hawaii, Illinois, Minnesota, Nevada, Ohio, Rhode Island, and Vermont the standard base pay range for this role is $20.60 - $32.80 hourly. The 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. Employees in this role will not be paid below the salary threshold for exempt employees in the state where they reside.

Requirements

• 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!
• Experience using various channels for delivering customer support, including phone, email, live chat, and online community forums.
• Excellent communication and interpersonal skills.
• Able to work effectively and efficiently with customers with varying degrees of product and technical proficiency.
• Able to work effectively in a remote environment with strong time management skills.
• Previous experience in Salesforce, Zendesk, or other CRM software.
• Proficiency in Microsoft Office is a must.
• Excellent problem-solving skills, with a technical aptitude.
• 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.
• Attention to detail for documentation required per policy is a must.
• This role requires a flexible schedule, including weekend availability.
• Resourceful and savvy with database searches, internet searches, and finding new ways to solve issues.
• Experience with AI LLMs, such as Glean and Chat GPT, is a must.

Nice To Haves

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

Responsibilities

• Work daily with Consumers (homeowners, buyers, and sellers) and internal employees.
• Have a strong dedication to providing education and resolving issues while maintaining a high level of professionalism and customer service.
• Be an expert on all Zillow Real Estate products, features, and functionality.
• Support Zillow's new products as they launch, and stay abreast of industry events to understand how these changes might impact our product and customers.
• Respond to all Consumers within assigned service levels and take ownership of resolving customer issues.
• Meet the defined goals and activity metrics using Salesforce.
• Great Teammate- be eager to openly communicate with all Consumers (internal and external) and be able to adapt quickly to changes.

What This Job Offers

• Job Type: Full-time
• Career Level: Entry Level
• Education Level: No Education Listed
• Number of Employees: 101-250 employees