Connections Specialist I

Connections Specialist I

Location: United States

Remote, United States of America

Job Description

About the team

Searching for a home is a complicated process with uncertain timelines. The Connections Team is passionate about changing that. We interact with customers to improve their experience, tailoring our approach to meet each one where they are at in the process. Our team is responsible for a best-in-class consumer experience and applying our expertise to get every customer moving in unlocking their next chapter. We are central to the B2C mission of integrating offerings across the Zillow platform, making it easier for customers to buy and finance their homes.

About the role

Are you a high-energy team-player with excellent organization and interpersonal skills? Are you motivated to achieve and exceed monthly targets on a consistent basis while providing outstanding service? The Connections Specialist is a highly sociable individual who plays an instrumental role in revolutionizing the way consumers connect with Zillow products and Real Estate professionals. You will be engaged in our dynamic environment and expected to live Zillow Group’s Core Values. If you are ready to work hard, learn, and be challenged to grow and improve- we look forward to talking with you soon.

Who you are:

• Confident working in a high energy, customer facing, demand generation workflow
• Strong communication skills through email, phone, text, and personal interaction
• Ability to thrive in a team environment, excited to share new insights to help the team grow and succeed
• Internally motivated to achieve results, and you pride yourself on continuous improvement in your work
• Believe in the principle that crafting strong rapport with customers and colleagues alike is essential to long-term success
• Understand that process matters, and follow SOPs to ensure consistency in the customer experience
• Familiarity with real estate industry a plus

Responsibilities

• Interact directly with customers to discover their needs and offer solutions using Zillow’s products and services
• Get customers connected to the right Zillow products and professionals through an understanding of real estate and a commitment to creating a best-in-class customer experience
• Collaborate with peers and leadership to build an environment rooted in trust, self-discipline, and friendly competition to achieve goals together
• Drive accountability for yourself and your team through proactive engagement with your peers and active involvement in team discussions and initiatives
• Ensure compliance to Zillow Group and real estate norms, policies, and regulations to the highest degree
• Respond to changes in the business with agility and skill at navigating ambiguity

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 $16.00 – $24.00 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

• 2+ years experience in account management, customer service, demand generation or an inbound/outbound sales role with a proven track record of goal achievement and the ability to deliver an excellent customer experience
• Quick and flexible learner, willing and able to adapt rapidly to change
• Must be comfortable conducting both inbound and outbound consultative sales calls; skilled in discovery, handling initial reluctance, and objection handling.
• Ability to storytell – to be engaging and authentic with customers and drive trust in Zillow products
• Must possess great interpersonal skills; knowing how to actively listen and use objections as a space to ask more questions
• Must possess excellent presentation skills, providing recommendations to customers that meet their needs
• Excellent problem-solving skills with a technical ability to listen and hear opportunities that lead to success for our customers
• Willing to work flexible schedules that include early mornings, late nights, weekends and holidays
• Proficient use of web-based products, MS Office, Google Suite and SalesForce preferred but not required