Mortech – a Zillow Business is hiring motivated customer advocates to support users of its mortgage website. The Customer Support Representative will report to the Customer Support Manager on Zillow's Customer Support team.
Work daily with real estate professionals (agents and brokers), and internal employees. You have a strong commitment to resolving customer issues while maintaining a high level of professionalism and customer service.
You will be an expert on all Zillow Real Estate products, features and functionality. Support Zillow's new products as they launch, and stay abreast of industry events to understand how these changes might impact our product and customers.
Customer feedback advocate. Help us gather, analyze and present customer feedback to product and business teams at Zillow to improve what we do and the way we do it.
Respond to all customers within assigned service levels and take ownership of resolving customer issues.
Meet defined goals and activity metrics using Salesforce.
Team Player- is willing and able to openly communicate with all customers (internal and external) and be able to adapt quickly to changes.
Candidates should have at least two year's experience in a customer service or communications role. You must see customer service as vital to the success of an organization and must be passionate about satisfying our customers. Solving problems and making customers happy are what we’re all about!
Experience using various channels for delivering customer support, including phone, email, chat, social media and online forums.
Excellent communications and interpersonal skills. Able to work effectively and efficiently with customers who have varying degrees of product and technical proficiency.
Previous experience in Salesforce or other CRM software.
Proficiency in Microsoft Office is a must.
Excellent problem-solving skills, with a technical aptitude. A quick and flexible learner. We move quickly here and the industry moves quickly, so you have to be willing and able to grow with us.
Experience in real estate / advertising / internet / and or media environment is preferred.
Experience using online forums and social networks for customer care and in moderating online forums.
Resourceful, and savvy with internet searches and finding new ways to solve issues.