Customer Support Advocate

About the team

Zillow is hiring a motivated customer advocate to support users of its real estate products. The Customer Support Advocate will report to the Customer Support Team Manager on Zillow's Customer Support team.

About the role

• Work daily with customers (homeowners, buyers, and sellers) and internal employees.

• Have a strong dedication to providing education and resolving issues while maintaining a high level of professionalism and customer service.

• Be an expert on all Zillow Real Estate products, features, and functionality.

• Support Zillow's new products as they launch, and stay abreast of industry events to understand how these changes might impact our product and customers.

• Respond to all customers within assigned service levels and take ownership of resolving customer issues.

• Meet the defined goals and activity metrics using Salesforce.

• 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

• Candidates should have at least two years' experience in a customer service or communications role.

• You must see customer service as vital to the success of an organization and must be passionate about satisfying our customers.

• Solving problems and making customers happy are what we're all about!

• Experience using various channels for delivering Customer Support, including phone, email, live chat, and online community forums.

• Excellent communication and interpersonal skills.

• Able to work effectively and efficiently with customers who have varying degrees of product and technical proficiency.

• Previous experience in Salesforce, Zendesk, or other CRM software. Proficiency in Microsoft Office is a must.

• Excellent problem-solving skills, with a technical aptitude.

• A quick and flexible learner. We move quickly here and the industry moves quickly, so you have to be willing and able to grow with us.

• Experience in real estate / advertising / internet / and or media environment is preferred.

• Attention to detail for documentation required per policy is a must.

• This role requires a flexible schedule including weekend availability.

• Resourceful and savvy with database searches, internet searches and finding new ways to solve issues.

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 us at RecruitingAccessibility@zillowgroup.com.

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.