Rentals Listing Support Consultant

About the team 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 Rentals Support Consultant to join our Single Family Rentals Team. We are an engaged and enthusiastic 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.

About the role Work directly with paid partners to troubleshoot and resolve issues related to listings, billing, and account, as well as answer product questions.

• Demonstrate a strong dedication to providing education and resolving technical issues while maintaining a high level of professionalism and delivering excellent customer service.
• Respond to all partners and customers and take ownership of resolving issues from start to finish, not only resolving the issue but identifying and resolving the root cause as well.
• Handle a high volume of customer inquiries via email and phone, meeting and

exceeding defined ticket quotas and other activity metrics using Zendesk.

• Effectively communicate with all customers and partners, both internal and external, and adapt quickly to changes.
• Regularly report feedback to help improve the customer experience and increase team efficiency. This includes sharing ideas to decrease the incoming volume of customer complaints, create clarity in team SOPs, and improve knowledge base content for external partners.
• Collaborate with cross-functional teams to report and drive resolutions to site bugs and technical issues that impact the customer experience.
• Support Zillow Group Rentals' new products as they launch and stay updated on

industry events to understand how these changes might impact our product and
customers

• This role is expected to work a weekend shift. (Tu-Sat/ Su-Th)

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, Nevada, New York City and Washington the standard base pay range for this role is $27.30 - $43.70 Hourly. This base pay range is specific to California, Colorado, Connecticut, Nevada, New York City 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

• Minimum of two years of experience in a customer service or communications role.
  
  • Strong belief in the importance of customer service for organizational success and a genuine passion for ensuring customer satisfaction.
  • Proven track record of problem-solving and a dedication to making customers happy.
  • Demonstrated ability to take ownership and work diligently and accurately in a
  fast-paced and dynamic environment.
  
  • Excellent communication and interpersonal skills to effectively engage with customers of varying product and technical knowledge levels.
  • Previous experience working with Zendesk or other CRM software.
  • Outstanding problem-solving skills, coupled with a technical aptitude and a willingness to learn new systems.
  • A quick and adaptable learner who can keep up with the fast pace of our industry.
  • Preferred experience in real estate, advertising, internet, or media environments.
  • Resourcefulness and adeptness in conducting database and internet searches, finding innovative solutions to 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 [email protected].

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.