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Associate Agent Care Consultant

Company: Zillow
Location: Irvine
Posted on: May 19, 2019

Job Description:

About the teamOur Agent Care Team works directly with Real Estate professionals and internal clients to troubleshoot technical issues on our website. You will provide support primarily via email and correspondence through our help desk ticketing platform. You will connect with Agents to uncover technical issues being reported and be an advocate for them to help build a better client experience on our site. If everything is working as intended, then your role is educating them on our products and services and become a liaison, so you can pass along their feedback through the appropriate channels, so we can continue to build better products for Agents!

We have a training program in place to set New Hires up for success, but we ask that you have the foundation below.About the roleYou will work daily with real estate professionals; ranging from individual agents, brokerages, and MLS contacts. You'll have a strong dedication to resolving customer issues while maintaining a high level of integrity and customer service.


  • You will be a guide on all Zillow products, features, and functionality; and be able to use provided tools and creativity to solve listing and profile-related issues.
  • Respond to all customers within assigned service levels and take ownership of resolving their issues.
  • Collaborative- is willing to openly communicate with all customers (internal and external) and be able to adapt quickly to changes.
  • Maintain listings quality across Zillow Group

    The Real Estate industry moves quickly, and so do we. If you posses excellent problem-solving skills with a high aptitude for learning and retaining technical SOP's, and want to grow with a company and team that will value and challenge you - Zillow Group Agent Care is for you!Who you are


    • At least 1 year experience in a high-volume inbound customer service or communications role
    • Experience with Salesforce, Zendesk, or other Help Desk platforms is preferred; but if you have a proven track record of picking up new CRM's at the drop of a hat, that's the technical aptitude we are looking for.
    • Weekend Support - We are currently staffing for our weekend support team. This requires you to be available either Tues-Sat, or a Sun-Thurs.
    • A quick and flexible learner
    • Incredible communications and interpersonal skills
    • See excellent customer service as vital to the success of any organization
    • Adaptable when it comes to ongoing changes in process and structure while keeping a positive attitude and being a great teammate
    • Organizational and time management skills
    • Bachelor's Degree preferred


      Get to know usZillow Group is owned, fueled and grown by innovators who help people make better, smarter decisions around all things home. We encourage one another at every level, and our efforts are supported by employee-driven, world-class benefits that enable us to enjoy our lives outside the office while building fulfilling careers that impact millions of individuals every day.

      Zillow Group is an equal opportunity employer committed to fostering an inclusive, innovative environment with the best employees. Therefore, we provide employment opportunities without regard to age, race, color, ancestry, national origin, religion, disability, sex, gender identity or expression, sexual orientation, or any other protected status in accordance with applicable law. If there are preparations we can make to help ensure you have a comfortable and positive interview experience, please let us know.

Keywords: Zillow, Irvine , Associate Agent Care Consultant, Professions , Irvine, California

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