Listing Support Associate, Rentals SFH

About the team

The Rentals Support team at Zillow Group is revolutionizing the way renters find their new home! Zillow has streamlined how people search, tour, apply, and pay rent for leased properties. Our rental listings offer our customers a variety of property types, from multifamily complexes to unique, single-family homes. Simultaneously, we provide our valued partners with a complete set of digital tools to help them market their properties, identify prospective tenants, sign a lease, and collect payments -- delivering a complete end-to-end online experience.

Zillow Group is hiring a motivated Rentals Listing Support Associate to join our Single Family Support - 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.

About the role

• Engage directly with paid partners, customers, and internal team members to address and resolve issues effectively.
• Handle a high volume of customer inquiries received through email and phone, consistently meeting and exceeding ticket quotas and activity metrics.
• Ensure timely responses to all partners and customers within assigned service levels, taking ownership of issues from initial contact to resolution.
• Use effective communication strategies to engage with customers and partners, while adhering to standard operating procedures (SOPs), macros, and Quality Assurance standards.
• Identify and raise any bugs or workflow issues to the appropriate teams, adapting to changes as required.
• Provide exceptional customer service that leads to positive customer experience surveys and contributes to a phenomenal overall customer experience with Zillow Group.
• Support the successful launch of new products within Zillow Group Rentals and stay informed about industry events to understand their potential impact on our products and customers.

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, Nevada, New York, Washington state, and Washington DC the standard base pay range for this role is $22.70 - $36.30 Hourly. This base pay range is specific to California, Colorado, Connecticut, Hawaii, 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

• You should have at least 1 year of experience in a customer-facing role. It's important that you understand the impact of customer service on our organization's success and genuinely care about making customers happy.
• Proven ability to take ownership and exhibit a high level of commitment to work efficiently and accurately in a fast-paced and dynamic environment.
• Proficient in using various communication channels, such as phone and email, to deliver exceptional customer support.
• Strong communication and interpersonal skills to effectively interact with customers of varying product and technical knowledge.
• Strong problem-solving abilities, coupled with technical proficiency and a willingness to learn new systems.
• Quick and adaptable learner, able to keep up with the fast pace of our organization and the industry we operate in.
• Preferred experience in real estate with a customer service background.
• Resourceful and adept at using database searches, internet searches, and finding innovative solutions to address customer issues.

Transferable Skills

Here at Zillow - we value the experience and perspective of candidates with non-traditional backgrounds. We encourage you to apply if you have transferable skills or related experiences.

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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