Customer Experience Analyst, ZHL

About the team

At Zillow Home Loans, our Customer Experience team is dedicated to delivering exceptional service and support to our customers. We are passionate about fostering positive relationships, resolving inquiries efficiently, and ensuring every customer interaction reflects our commitment to excellence. As a Customer Experience Analyst, you’ll join a collaborative, fast-paced environment where your insights and problem-solving skills will help shape the customer journey.

About the role

As a Customer Experience Analyst, you will play a critical role in ensuring customer satisfaction by investigating, analyzing, and resolving customer inquiries and complaints. You’ll act as a liaison between our customers and the company, providing tailored solutions and maintaining a positive, empathetic, and professional demeanor across all communication channels. Your work will directly impact our customers’ experiences and contribute to the continuous improvement of our service quality.

You Will Get To 

• Investigate and analyze customer inquiries and complaints, clarifying concerns and determining root causes

• Provide tailored solutions to address customer needs, expediting corrections or adjustments as necessary

• Follow up with customers post-resolution to ensure satisfaction

• Respond promptly and professionally to customer inquiries via phone, email, social media, and traditional mail

• Acknowledge and take responsibility for customer complaints, coordinating with supporting departments to resolve issues

• Deliver constructive feedback to improve the efficiency and quality of the customer experience

• Identify opportunities for coaching and training to enhance customer satisfaction and service quality

• Maintain a thorough understanding of Zillow Home Loans products, policies, and procedures to provide accurate information

• Meet personal and team targets, effectively managing call handling quotas

• Handle a high volume of inbound and outbound calls with professionalism

• Perform other related duties and projects as required to support business needs

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 $27.60 - $44.00 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 $26.20 - $41.80 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.

Who you are

• 2-3 years experience in customer support within a fast-paced environment

• Strong phone contact handling skills and exceptional active listening abilities

• Customer-oriented mindset with the ability to adapt and respond to diverse personalities

• Excellent verbal and written communication skills, with a focus on clear and professional presentation

• Demonstrated ability to multitask, prioritize, and manage time efficiently

• Proficient in English, both written and verbal, with strong grammar and punctuation skills

• Effective oral communication and interpersonal skills, able to engage with individuals at all organizational levels

• Experience in defusing emotionally charged situations with patience and professionalism

• Ability to provide constructive feedback and present information to groups in an engaging manner

Transferable Skills 

Here at Zillow, we value the experience and perspective of candidates with non-traditional