Customer Experience Consultant, Aryeo

7 days ago

Seattle, Washington, United States Zillow Group Full time
About the Team

Zillow Group is revolutionizing the real estate industry by providing innovative products and services to agents, brokers, and multiple listing services (MLSs). As a brand under Zillow Group, ShowingTime+ is dedicated to delivering exceptional customer experiences and helping real estate professionals streamline their businesses. Our comprehensive product technology suite includes ShowingTime, Dotloop, Bridge Interactive, Listing Media Services, Listing Showcase, Aryeo & Rich Media.

About the Role

As an Aryeo Customer Experience Consultant at Zillow Group, you will have the unique opportunity to work daily with our valued customers, including photographers and agents, as well as collaborate closely with internal employees. Your dedication to providing exceptional education, troubleshooting support, and maintaining a high level of professionalism and customer service will be crucial to our success.

Responsibilities
  • Provide exceptional customer service and support to photographers and agents
  • Master the Aryeo & BYOP products and processes within CRM's & Slack
  • Support & understand Zillow Group's new product launches
  • Stay on top of product fixes and releases
  • Respond to customers within assigned service levels
  • Take ownership of resolving technical customer issues
  • Meet defined goals and activity metrics using the CX CRM
  • Communicate openly with customers and teammates, both internal and external
  • Adapt quickly to changes in a fast-paced environment and be a leader of change
  • Expertise in the Aryeo product and ability to provide workarounds and report bugs
Requirements
  • Fluent English speaker with excellent written and verbal communication skills
  • 1+ years of customer support experience, with 6 months in technical support preferred
  • Passionate about customer satisfaction and seeing it as vital to organizational success
  • Consistent track record of identifying case trends and resolving issues
  • Experience with CRM systems
  • Comfortable in a fast-paced, quick-changing environment
  • Broad knowledge of online software and relevant technologies
  • Reliable and fast internet connection
  • Experience using multiple channels for delivering customer support
  • Ability to work effectively with customers of varying technical proficiency
  • Quick learner and adaptable to industry and company changes
  • Attention to detail for documentation required per policy
  • Resourceful at troubleshooting technical issues
  • Willingness to guide and educate team members and customers
  • Initiative to self-train and stay up to date with new products and fixes
  • Flexible schedule, including weekend availability
Transferable Skills

At Zillow Group, we value diverse experiences and perspectives. If you have related skills or experiences, we encourage you to apply.

Get to Know Us

Zillow Group 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 Group 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 Group 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.

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.

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