About the team

We are looking for a Connections Specialist for our Premier Agent Connections Team. You will play an instrumental role as part of our growing customer support team, with a focus on phone communications with clients.

Are you a high-energy team-player with excellent organization and communication skills? Do you grow with being the first line of customer support?

We are looking for a Connections Specialist to continue to revolutionize the way consumers connect with professionals.

About the role

The Connections team provides a high level of responsive service for consumers while helping busy real estate agents and teams manage high lead volume and maximizing their return on investment. Our in-house Concierge team improves the consumer experience by replying on an agent’s behalf, 7 days a week.
 

When the team has a consumer on the phone, they will work to connect them to an Agent using a variety of available resources.

 

• You will need to connect consumers with Real Estate professionals through phone, text, and email in an effective, efficient and quality manner via provided tools.

• You will be collaborating with business partners and colleagues in a fast-paced team environment

• You will continually focus on deepening consumer relationships by providing extraordinary and efficient quality

• You will provide feedback in order to improve overall customer happiness

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 $16.00 - $24.00 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

• Technically savvy with the ability to pick up new systems and find ways to improve upon our existing interfaces (Tableau, Mode Analytics, Microsoft Office, Google Suite)

• An entrepreneurial mentality – results oriented, collaborative, driven, and a growth mindset

• Passionate about client relationships, connecting with people, and belief in the product you are selling

• Confident working in a high energy, phone sales environment

• Willing to collaborate with cross-functional teams and business partners to help nurture client growth, find resolutions and pilot new initiatives

• Strong communication skills through email, phone, text, and personal interaction

• Possess a passion for winning and consistently displays both grit and perseverance

• A metrics driven professional who regularly achieves goal and works hard to stay motivated

• Must be adaptable, flexible, able to thrive with a lot of quick pivots and approach challenges with a solution oriented mentality
   

  Responsibilities:

• Provide an outstanding customer service experience to our customers in strategic marketplaces utilizing a combination of phone and text communication

• Identify customer needs through thoughtful questions and intentional follow up, and routing qualified opportunities to the appropriate business partner for further development

• Must be willing to work evenings and weekends regularly

• Learn and recognize triggers based on customer behavior and develop a toolkit to proactively overcome objections and offer solutions
  
  Required Experience:

• 2+ years' experience in account management, customer service, contact center, or an inbound/outbound sales role with a consistent track record of goal achievement and the ability to deliver an excellent customer experience

• Experience delivering customer-focused solutions to meet customer needs

• Proven ability to balance multiple projects at a time, while maintaining sharp attention to detail

• Has experience in being the critical interface between the customer and business partners
  
  Note: Shifts are four or five days a week and weekend availability is required

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.