Zillow Job Openings – Customer Care Advocate

Job Description:

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.

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.

Job Responsibilities:

• Respond to all partners and customers within assigned service levels and take ownership of resolving issues from start to finish.
• 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.
• Have a strong dedication to providing education and resolving technical issues while maintaining a high level of professionalism and customer service.
• Work with internal teams to report and drive resolutions to site bugs and technical issues affecting the customer experience.
• 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 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.
• Effectively communicate with all customers and partners (internal and external) and adapt quickly to changes.
• Handle a high volume of customer inquiries (via email and phone) and meet and exceed defined ticket quotas and other activity metrics using Zendesk.

Job Requirements:

• Experience using various channels for delivering positive customer support, including phone and email.
• You must see customer service as vital to the success of an organization and must be passionate about satisfying our customers.
• Candidates should have at least two years’ experience in a customer service or communications role.
• Previous experience in Zendesk or other CRM software.
• Excellent problem-solving skills, with a technical proficiency and a willingness to learn new systems.
• 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 constantly evolving environment.
• Excellent communications and interpersonal skills.
• Able to work effectively and efficiently with customers who have varying degrees of product and technical proficiency.
• A quick and flexible learner. We move quickly here and the industry is evolving, so you have to be willing and able to grow with us.

Job Details:

Company: Zillow

Vacancy Type: Full Time

Job Location: Denver, CO, US

Application Deadline: N/A

Apply Here

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