Support Consultant, New Construction
Remote, United States of America
Job Description About the team The New Construction Support team provides listing and feed technical assistance for the Promoted Communities, Lot Availability, and New Home Feed products. We work closely with the New Construction Product team to provide feedback and get bugs fixed fast, while working with the New Construction Sales and Client Experience teams to deliver amazing customer and technical support. As part of the smallest and scrappiest marketplace at Zillow Group, you’ll have a direct impact on the future of the business as we grow and develop new products.
About the role Zillow Group is hiring a Support Consultant to assist New Construction advertising partners and home builders through inbound email and ticketing systems. Issues will range from investigating listings discrepancies, troubleshooting syndication feed problems, and resolving lead delivery complaints to assisting with the creation and onboarding of new data feeds. You Will Get To:
Work daily with home builder professionals; ranging from independent custom home builders to large technical or marketing teams employed by America’s largest home builders; possess a strong commitment to resolve customer issues while maintaining a high level of professionalism and customer service.
You will be an authority on all Zillow New Constructions products, features, and functionality; and be able to use provided tools and creative ingenuity to solve listing, feed, and advertising-related issues.
Customer feedback advocate. Help us capture, analyze and present customer feedback to product and business teams at Zillow to improve what we do and the way we do it.
Respond to all customers within assigned service levels and take ownership of resolving customer issues.
Willing and able to openly communicate with all internal and external customers 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. 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 $22.70 - $36.30 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
Have at least two years’ experience in a customer service or tech support role.
See customer service as vital to the success of an organization and 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/conference calls and email.
Excellent communication and social skills. Able to work effectively and efficiently with customers who have varying degrees of product and technical proficiency.
Inventive, and savvy with internet searches and finding new ways to tackle issues.
Adapt to ad-hoc changes in processes and products, with a positive can-do attitude.
Willingness and ability to grow- We move quickly here!
Experience with Salesforce or other CRM software.
Proficiency in Microsoft Office required (Outlook, Excel).
Excellent problem-solving skills, with a technical aptitude. A quick and flexible learner.
Experience with XML coding preferred.
Experience with SQL, Splunk, Tableau, Mode, Domo a plus
Experience in real estate / advertising / internet / and or media environment a plus.
4 year degree preferred.
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 RecruitingAccessibility@zillowgroup.com. 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. See what information we collect about you.