Job Details of Partner Support Consultant

About the team

Our Partner Support Team works directly with real estate professionals and internal business partners to provide consultation on Zillow's platform and build a better client experience. You will work with a team focused on troubleshooting technical issues, handling billing inquiries, and educating partners on our products and services through a variety of channels, including inbound/outbound calls, chat, and email correspondence. We provide support to our Partners Monday-Friday (5 am-5 pm PST); Saturday & Sunday (630 am- 5 pm PST).

Our mission in Partner Support is to anticipate our customer needs during conversations and contacts, providing Outstanding Support and becoming an integral part of our Partners’ business. The successful candidate will uphold and contribute to achieving our mission.

About the role

• We provide world-class support to Zillow’s Partners and real estate agents; protecting and strengthening our relationship with them, so they can grow their businesses and achieve their goals
• Consultants work with real estate professionals daily, addressing issues while anticipating our customer’s needs and maintaining a high level of integrity and customer service.
• As subject matter experts on Zillow’s products, features, and functionality, and strive to resolve their inquiries the first time they contact us
• This role requires a flexible schedule, and we are looking for individuals that have weekend availability

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

You have…

• 1-2 years working in a contact center and work-from-home environment is preferred
• At least 1-2 years of experience in a customer-facing role understanding the customer is our North Star
• Demonstrated track record of meeting or exceeding performance targets/goals
• Experience managing large amounts of customer contacts (inbound and outbound calls, chat, and emails) in a timely manner
• Proven organizational, and time management skills with the ability to multitask during customer contacts

You are…

• Experienced working from home in a designated private space and able to meet the following requirements:
• You must have access to:
• A reputable internet provider (ISP) is required; hotspot connectivity is not acceptable
• Internet speed to support a variety of tools/platforms
• An Ethernet connection
• Confident and compassionate with both verbal and written communication
• Adaptable to ongoing changes in process and structure
• Supportive of your team and striving to consistently treat everyone with respect, compassion, and appreciation
• An advocate for our Partners and Zillow who is able to go beyond issue resolution to protect and strengthen the relationship

Transferable Skills

Here at Zillow - we value the experience and perspective of candidates with non-traditional backgrounds. Do you have transferable skills or related 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.