Client Support Specialist

1 week ago

Seattle, Washington, United States Zillow Group Full time

About the Team

At Zillow Group, we lead the industry in facilitating real estate transactions across North America. Our innovative solutions empower over a million real estate professionals to optimize their engagement with our platforms.

As a Customer Experience Consultant, you will play a crucial role in our Customer Support division, delivering outstanding assistance to our clients and aiding them in achieving their real estate goals.


About the Role

  • Acquire in-depth knowledge of the features and functionalities of Zillow Group products and services.
  • Employ various support tools concurrently to efficiently assist clients.
  • Address client inquiries and challenges through phone, email, and chat channels.
  • Adhere to a standardized approach while personalizing the troubleshooting experience for each client.
  • Prioritize and complete outstanding callbacks to ensure prompt resolution.
  • Accurately create and document cases in a timely manner.
  • Meet performance and productivity benchmarks to provide high-quality client support.
  • Maintain a high rating for quality-graded calls.
  • Collaborate with both internal and external customer support teams.
  • Participate in ongoing training sessions to remain informed about product and service advancements.
  • Advocate for additional Zillow Group products and services to clients.
This position is categorized as Remote.

Remote employees do not have a fixed corporate office and instead work from a location of their choice, which must be disclosed to the Company.

Employees may reside in any of the 50 United States, with certain exceptions.


In specific states, the standard base pay range for this role is $30.00 Hourly.

This base pay range is specific to certain states and may not apply 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 these factors.



Who You Are

  • At least 1 year of experience in customer service or a similar role.
  • Proven ability to resolve customer escalations effectively.
  • Capacity to maintain positive relationships with diverse personalities.
  • Strong multitasking abilities and attention to detail.
  • Exceptional patience and active listening skills.
  • Ability to excel in a fast-paced, high-pressure environment.
  • Capable of working independently or collaboratively within a team.
  • Clear and effective communication skills, both verbal and written.
  • Excellent punctuality and attendance record.
  • Comfortable with prolonged periods of sitting.
  • Basic computer skills, including typing and data entry.

Get to Know Us

Zillow Group is transforming the real estate landscape to make homeownership a reality for more individuals.


As the most-visited real estate website in the United States, Zillow and its affiliates assist individuals in finding and securing their homes through digital solutions, premier partnerships, and streamlined buying, selling, financing, and renting experiences.

Millions of users visit Zillow Group sites each month to initiate their home search, relying on us to simplify the moving process.

The work we do enables people to find their homes, and regardless of your role, you will contribute significantly to making homeownership accessible to more individuals.


Our commitment to enhancing the real estate transaction process is backed by a culture of innovation, a dedication to redefining the employee experience, a fundamental commitment to Equity and Belonging, and exceptional benefits.

These benefits encompass comprehensive medical, dental, vision, life, and disability coverage, as well as parental leave, family benefits, retirement contributions, and paid time off.

We are also setting the standard for future work experiences, where our employees are supported in achieving their best work while maintaining a flexible, balanced lifestyle.

But don't just take our word for it.

Read recent reviews on Glassdoor and recent accolades from various 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 dedicated to fostering an inclusive, innovative environment with the best talent.

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.


Applicants who receive job offers from Zillow Group will be required to sign a Proprietary Rights Agreement that 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.

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