About the team
The Senior Specialist, Account Services supports Zillow’s account-focused teams by managing moderately complex operational workflows, resolving issues, and coordinating with cross-functional partners to deliver a consistent, high-quality experience for customers and internal stakeholders. This role uses data, standardized processes, and strong communication skills to ensure account activities are executed accurately, risks are identified early, and opportunities to improve service and efficiency are surfaced and implemented.
About the role
As a Client Experience Specialist on the New Construction team, you will onboard and educate home builders on how to get the most from Zillow's New Construction products. You will partner with sales to set new advertisers up for success, manage a team book of business, and resolve issues that come up after launch. If you are detail-oriented and self-driven and want to build a career with the nation's largest real estate network, this role is for you.
You Will Get To:
Onboard new home builder clients and guide them through the full launch process
Resolve issues that arise after launch
Educate clients on capturing high-quality content for their New Construction listings
Partner with sales to set new advertisers up for success by accurately explaining how listings and display products work
Manage a team book of business across the New Construction advertising lifecycle, including self-serve and small-to-medium business partners through a shared case queue
Build deep knowledge of New Construction products, features, and CES internal workflows
Use sound judgment to solve complex customer and internal problems
Communicate openly with customers and teammates across departments
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, Connecticut, Maryland, Massachusetts, New Jersey, New York, Washington state, and Washington DC the standard base pay range for this role is $35.60 - $56.80 hourly. This base pay range is specific to these locations and may not be applicable to other locations.
In Colorado, Hawaii, Illinois, Maine, Minnesota, Nevada, Ohio, Rhode Island, Vermont, and Virginia the standard base pay range for this role is $33.80 - $54.00 hourly. The base pay range is specific to these locations 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. Employees in this role will not be paid below the salary threshold for exempt employees in the state where they reside.
Who you are
You bring 3+ years of customer service experience + BA Degree
You communicate clearly in writing, by phone, and in person, with a positive, can-do attitude.
You manage your time well, act quickly on requests, and work with minimal instruction.
You take ownership of your work and deliver accurately, with strong attention to detail, in a fast-changing environment.
You have a working understanding of Salesforce (Lightning) and track your activity consistently.
You are comfortable with Gmail and Google Drive and learn new systems quickly.
Experience in online advertising sales is a plus.
You are able to travel to zRetreats at least twice a year.
Here at Zillow - we value the experience and perspective of candidates with non-traditional backgrounds. We encourage you to apply if you have transferable skills or related experiences.
Get to know us
At Zillow, we’re reimagining how people move—through the real estate market and through their careers. As the most-visited real estate platform in the U.S., we help people navigate buying,…