Partner Support Consultant

About The Team

Our Partner Support Team works directly with real estate professionals and internal business partners to provide consultation on Zillow's platform and build a better client experience. You will work with a team focused on troubleshooting technical issues, handling billing inquiries, and educating partners on our products and services through a variety of channels, including inbound/outbound calls, chat, and email correspondence. We provide support to our Partners Monday-Friday (5 am-5 pm PST); Saturday & Sunday (630 am- 5 pm PST).

About The Role

We provide world-class support to Zillow’s Partners and real estate agents; protecting and strengthening our relationship with them, so they can grow their businesses and achieve their goals. Consultants work with real estate professionals daily, addressing issues while anticipating our customer’s needs and maintaining a high level of integrity and customer service. As subject matter experts on Zillow’s products, features, and functionality, and strive to resolve their inquiries the first time they contact us.

This role requires a flexible schedule, and we are looking for individuals that have weekend availability. This role has been categorized as a Remote position.

Who you are

• Have 1-2 years working in a contact center and work-from-home environment is preferred
• At least 1-2 years of experience in a customer-facing role understanding the customer is our North Star
• Demonstrated track record of meeting or exceeding performance targets/goals
• Experience managing large amounts of customer contacts (inbound and outbound calls, chat, and emails) in a timely manner
• Proven organizational, and time management skills with the ability to multitask during customer contacts
• Experienced working from home in a designated private space and able to meet the following requirements:
• You must have access to: A reputable internet provider (ISP) is required; hotspot connectivity is not acceptable
• Internet speed to support a variety of tools/platforms
• An Ethernet connection
• A space where calls may be taken without excessive noise pollution
• Confident and compassionate with both verbal and written communication
• Adaptable to ongoing changes in process and structure
• Supportive of your team and striving to consistently treat everyone with respect, compassion, and appreciation
• An advocate for our Partners and Zillow who is able to go beyond issue resolution to protect and strengthen the relationship