Customer Experience Consultant, dotloop

About the team

Dotloop is a collaboration platform that brings our Partners (real estate agents, brokers and third-party providers) into one workspace with their customers to complete transactions online, seamlessly. Dotloop is part of the ShowingTime Plus organization at Zillow Group, whose mission is to give people the power to unlock life’s next chapter. We are a new era of convenience; the time for a seamless and convenient real estate experience is now. Come join us!

About the role

Dotloop is changing the way of Real Estate by eliminating paperwork from negotiated transactions. As a Customer Experience Consultant you will impact the lives of agents, brokers, buyers, sellers and internal business partners. We believe in creating an outstanding contact center by operating with excellence and unmatched customer loyalty! In this role, you will:

• Deliver the best customer service through efficiency and delivering quality on time, every time.
• Provide guidance and best practices via multi-channels (phone, email, chat and social media).
• Apply 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 product usability; this includes proactively identifying customer needs through problem recognition, de-escalation and providing first contact resolution.
• Accurately document customer interactions using our Customer Relationship Management software.
• Be a specialist on dotloop's product, features and functionality to expertly promote the benefits of being a dotloop user.
• 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. 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

• Candidates should have at least one year experience in a customer service or communications role.
• 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).
• Basic Real Estate knowledge is preferred but not required.
• You're hard-working, motivated, enthusiastic and honest; work effectively in a rapidly changing, fast-paced environment in a very dynamic company.
• Self starter: the site is full of features both on the consumer-facing side and back-end that require an intimate knowledge of our systems; we will give you the knowledge you need be successful. You should be ready to learn a lot in a short amount of time. (Training lasts approx. 3 weeks)
• Excellent communication skills and excel in building positive relationships.
• Need a reliable, consistent internet provider with no interruptions in your work day.
• Remote work experience preferred.

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.

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