Manager, Customer Care, Rentals

About The Team

The Rentals Support team at Zillow Group is revolutionizing the way renters find their new home! Zillow has streamlined the way people search, tour, apply and pay rent for leased properties. Our rental listings offer our customers a variety of property types, from multifamily complexes to unique, single-family homes. Simultaneously, we provide our valued partners with a complete set of digital tools to help them market their properties, identify prospective tenants, sign a lease, and collect payments -- delivering a complete end-to-end online experience.

About The Role

We operate in a strong team-oriented environment, and while we have individual goals, we work together to provide a consistent high-quality client experience in the industry. As a manager on our team, you will work closely with our customer care representatives to support their performance, development and skill development. You will also partner with our product team to ensure the successful roll out of new products and features while ensuring your team is prepared for the change. In this role, your responsibilities will include:

• Developing and refining processes by utilizing data and reporting to drive future business needs.
• Collaborating with QA, Frontline Marketing, and Operations partners to evaluate scripts, processes, and the customer experience in order to drive improvements and efficiencies.
• Working closely with Learning and Development partners to identify and implement new and continued training and development needs.
• Leading the Zillow Rental Manager support team to drive key company business results, employee engagement, and a world-class customer experience.
• Collaborating with key partners across Rentals to implement strategies that further improve customer satisfaction.
• Leading performance expectations for the team through direct coaching, performance deep dives, and delivering performance reviews.

Your role will be essential in ensuring a high level of customer satisfaction, optimizing operational efficiency, and encouraging the growth and development of your team members.

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 $67,000.00 - $107,000.00 Annually. 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

• Clear and engaging communicator: Able to drive adoption of overall vision and daily changes, including products, team structure, and performance metrics.
• Comfortable receiving and delivering feedback: Can give and receive feedback across the Rentals leadership team, specialists, and cross-functionally.
• Professionalism and excellent interpersonal skills: Able to connect with people of varying degrees of product and technical proficiency.
• Strong leadership skills: Ability to inspire and empower a team, set and reevaluate clear goals, and provide guidance and support.
• Understanding and passion for service: Enthusiastic about providing excellent support and suggestions to partners and fellow team members.
• Proven track record of delivering exceptional customer service: Demonstrated experience in meeting or exceeding customer satisfaction targets.
• Confident and quick thinking: Able to think on their feet and suggest solutions to remove roadblocks for employees and customers.
• Quick and flexible learner: Willing and able to grow and learn quickly in a fast-paced environment.
• Diligent and technical proficiency: Resourceful and savvy person with an excellent problem-solving mind.

Qualifications

• Real estate experience and knowledge preferred.
• 2+ years of previous direct leadership experience in a contact or client services center.
• 2+ years experience coaching direct reports to performance improvements, customer service satisfaction surveys and Quality Assurance reports.
• Intermediate knowledge of Zendesk, Salesforce or similar customer service tools and platforms.
• Open to quarterly travel for team retreats

Get to know us

Zillow 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® 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 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. These benefits include comprehensive medical, dental, vision, life, and disability coverages as well as parental leave, family benefits, retirement contributions, and paid time off. 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 us at [email protected].

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.