Job Description
About the team
This is a great opportunity to join an innovative company at a time of amazing growth that has a team of fun, passionate people with a vision of helping Zillow Group users make smarter decisions about buying, renting, owning and selling homes. While we are very focused on serving our clients and improving our business metrics, we are also a group of fun, passionate people – you won’t be bored with us!
About the role
Zillow Group is looking for a Partner Success Specialist to join our New Construction team. In this position, you will engage, onboard and help educate home builders on capturing the best content for New Construction. Are you a detailed, successful self-starter who wants to develop a career with the nation’s largest real estate network? Then look no further. Your daily responsibilities will include:
Mastering Zillow Group’s drive for excellent content from our New Construction clients, setting up clients for success and ensuring positive results
Work closely with your partners in sales to set new advertisers up for success by accurately describing how our listings and display products work
Lead clients through the onboarding process, assist with new community buildouts and work through problems that arise post-launch
The onboarding experience should be an extension of Sales by revisiting product sold (PC Classic, PCS) and explaining all product features (Tour booking, 3D Homes, Builder Profile, Lot Availability, Video Walkthrough, etc).The PSS should be a Subject Matter Expert in all product offerings
Drive for excellent content quality from our Builder partners
Attention to detail – you pride yourself on being organized and know how to work to minimize errors and increase efficiency
Responsible for logging activity via Salesforce (i.e., scheduling outreach attempts, onboard complete)
Heavy phone / Zoom / screen sharing work with builder partners throughout the day.
Be a team player- be willing and able to openly communicate with all customers and members of other departments.
Work cross-functionally with NC Support, SEs, OPS, & Billing to assist and resolve other internal cases
Must be self-motivated
100% Align and Represent Zillow Group’s Core Values
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. Employees may live in any of the 50 US States, with limited exceptions. In certain cases, an employee in a remote-designated job may need to live in a specific region or time zone to support customers or clients as part of their role.
In California, Colorado, Connecticut, Nevada, New York City and Washington the standard base pay range for this role is $34.30 – $54.70 Hourly. This base pay range is specific to California, Colorado, Connecticut, Nevada, New York City and Washington 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
• 3+ years of Customer Service experience
• Outstanding people skills, and strong written and oral communication skills
• You know what success looks like and are willing to perform the daily activities to accomplish goals
• You are a time management pro and are self-driven to act quickly upon requests
• Possess a high energy, strong desire to achieve top results with a charismatic, positive “can do” attitude via phone and in person.
• High degree of ownership and commitment to work quickly and accurately in a rapidly changing environment
• Have a basic understanding of Salesforce (Lightning) and a commitment to tracking activity.
• Proficient in MS Office applications, primarily Excel and Outlook
• Technically apt and willing to learn new systems and take on additional tasks
• Experience in online advertising sales is preferred but not required
• High level of organization and attention to detail