Customer Experience Consultant, Technical Support

About the team

Zillow, Inc. is revolutionizing the real estate industry by providing outstanding products and services to agents, brokers, and multiple listing services (MLSs). As a brand under Zillow, Inc., ShowingTime+ is dedicated to delivering world-class customer experiences and helping real estate professionals streamline their businesses. We offer a comprehensive product technology suite, including ShowingTime, Dotloop, Bridge Interactive, Listing Media Services, Listing Showcase, Aryeo & Rich Media.

Our products are trusted by over one million real estate professionals and photographers across the United States and Canada, representing hundreds of MLSs.

About the role

As an Aryeo Customer Experience Consultant at Zillow, you will have the unique opportunity to work daily with our valued customers, including photographers and agents, as well as collaborate closely with internal employees. Your dedication to providing exceptional education, troubleshooting support, and maintaining a high level of professionalism and customer service will be crucial to our success!

At Zillow, we strive to deliver magnificent customer experiences and offer world-class products. As an expert on the Aryeo & BYOP products and processes, you will play a pivotal role in supporting Zillow's new product launches and staying ahead of industry events to understand how these changes might impact our customers. Your ability to respond promptly to all customers within assigned service levels and take ownership of resolving customer issues will be key to our continued success.

Responsibilities

• Provide exceptional customer service and support to photographers and agents
• Master the Aryeo & BYOP products and processes within CRM's & Slack
• Support & understand Zillow's new product launches
• Stay on top of product fixes and releases
• Respond to customers within assigned service levels
• Take ownership of resolving technical customer issues
• Meet defined goals and activity metrics using the CX CRM
• Communicate openly with customers and teammates, both internal and external
• Adapt quickly to changes in a fast-paced environment and be a leader of change
• Expertise in the Aryeo product and ability to provide workarounds and report bugs

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, Colorado, Connecticut, Hawaii, Illinois, Maryland, Minnesota, Nevada, New York, Washington state, and Washington DC the standard base pay range for this role is $19.60 - $31.40 Hourly. This base pay range is specific to California, Colorado, Connecticut, Hawaii, Illinois, Maryland, Minnesota, Nevada, New York, Washington state, and Washington DC 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

• Fluent English speaker with excellent written and verbal communication skills
• 1+ years of customer support experience, with 1 year in technical support preferred
• Passionate about customer satisfaction and seeing it as vital to organizational success
• Consistent track record of identifying case trends and resolving issues
• Experience with CRM systems
• Comfortable in a fast-paced, quick-changing environment
• Broad knowledge of online software and relevant technologies
• Reliable and fast internet connection
• Experience using multiple channels for delivering customer support
• Ability to work effectively with customers of varying technical proficiency
• Quick learner and adaptable to industry and company changes
• Attention to detail for documentation required per policy
• Resourceful at troubleshooting technical issues
• Willingness to guide and educate team members and customers
• Initiative to self-train and stay up to date with new products and fixes
• Flexible schedule, including weekend availability

Transferable Skills

At ShowingTime, we value diverse experiences and perspectives. If you have related skills or experiences, we encourage you to apply.

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.

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. These benefits include comprehensive medical, dental, vision, life, and disability coverages as well as parental leave, family benefits, retirement contributions, and paid time off. 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, Glassdoor Employees' Choice Award, Bloomberg Gender-Equality Index, Human Rights Campaign (HRC) Corporate Equity Index, 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 your recruiter directly.

Qualified applicants with arrest or conviction records will be considered for employment in accordance with applicable state and local law.

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.