Customer Experience Consultant

About the team

Listing Media Services offers an easy, fast and reliable way to book and receive quality real estate photography and rich media to help agent’s listings stand out in any market. Listing Media Services is a comprehensive photography service that takes the guesswork out of ordering listing media. ShowingTime+ will coordinate and execute the capture of high-resolution listing photos, aerial photography, interactive and schematic floor plans, virtual tours, and other media offerings for the agent. Building on the high-quality rich media from Listing Media Services, Listing Showcase from ShowingTime+ is a premium marketing offering for agents and teams to elevate their sellers’ homes and create beautiful listings unlike anything on the market today. By purchasing Listing Showcase, along with Listing Media Services, is allows real estate agents to customize their listings, market their brand, differentiate their listing offering, and stand out on Zillow.com – ultimately growing their brands and their businesses.

About the role

In this role as a Listing Media Services and Showcase Customer Experience Consultant, you will:

• Deliver the best customer service through efficiency and delivering quality on time, every time.

• Provide guidance and solutions via multi-channels (phone and email).

• Utilize your interpersonal skills to achieve excellent customer satisfaction results; keeping our customers front and center as our north star.

• Assist customers with questions relating to appointment scheduling for photographers, billing, media delivery, password resets and assist in using our scheduling software; this includes de-escalation and providing first contact resolution.

• Accurately document customer interactions using our Customer Relationship Management software.

• Champion the voice of the customer by providing feedback to our product team.

• Team player- be excited to openly communicate with all customers (internal and external) and be able to 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, Hawaii, Nevada, New York and Washington the standard base pay range for this role is $18.80 - $30.00 Hourly. This base pay range is specific to California, Colorado, Connecticut, Hawaii, Nevada, New York 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

One year experience in a customer service or a communications role preferred.

• Consistent track record of working independently to complete a high volume of customer cases.

• Proficient use of web-based products, MS Office and SalesForce (or a similar CRM system).

• You're hard-working, motivated, enthusiastic, and honest; work effectively in a rapidly changing, fast-paced environment in a very dynamic company.

• Self-starter: Can work efficiently without hands on supervision

• English language required.

• Excellent communication skills and excel in building positive relationships.

• Flexibility to work a non – traditional fixed shift.

• Remote work; need reliable internet connections and quiet work place.

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