Supervisor, Customer Experience
Há 3 dias
At Zillow, we strive to deliver magnificent customer experiences and offer world-class products. As an authority on the Aryeo & BYOP products and processes, you will play a pivotal role in supporting Zillow's new product launches and staying ahead of industry events to understand how these changes might impact our customers. Your ability to respond promptly to all customers within assigned service levels and take ownership of resolving customer issues will be key to our continued success. About the role
As an Aryeo Customer Experience Supervisor, you will report to the Customer Experience Manager. Supervisors will also be a second-level technical resource and an escalation point for the Customer Experience Team. Successful candidates are equipped with a positive attitude and are naturally self-starters. This person will need to have a strong background in technical troubleshooting. This is an excellent opportunity to gain new experiences with a world class team. Your day will consist of:
- Empower team of customer experience consultants in a technical and learning environment through consistent performance mentoring, career planning, and setting educational and performance objectives.
- Provides direction, instructions, and mentorship to team members.
- Manage flow of remote day to day operations.
- Perform weekly quality monitors for team members.
- Document and address all attendance or performance issues.
- Serve as a point of contact for department technical and customer related questions and issues.
- Participate in the hiring process for all candidates for the department.
- Participate in quality calibration and workforce management.
- Improve productivity by highlighting areas of opportunity in agent performance, tools, training, process, and employee engagement.
- Receive and resolve critical issues from customers.
- Report and coach on operational KPIs.
- Work with Customer Experience Manager and Director to roll out departmental team initiatives.
- Demonstrating Zillow’s Leadership principles by showing care, empowering, get results, and engaging in effective clear communication.
- Successful experience supervising a team.
- Experience working in a fast paced, challenging, and remote environment is required.
- Background working with call center benchmarks and performance metrics preferred.
- Associate’s degrees or higher in Business discipline is preferred but not required
- Passion for customer satisfaction with the ability to measure and track.
- Strong communication skills through email, phone and personal interaction.
- Strong leadership skills; ability to develop and cultivate collaboration.
- Ability to tackle a problem by using a logical, systematic, sequential approach.
- Encourages feedback and constantly strives for greatness and personal improvement.
- Excellent organizational skills and ability to multitask and prioritize.
- Ability to demonstrate support for organizational changes, being a cheerleader of change.
- Strong technical literacy; Excel, troubleshooting bugs, and database experience.
Here at Zillow - we value the experience and perspective of candidates with non-traditional backgrounds. Do you have transferable skills or related experiences? We encourage you to apply
Get to know usZillow 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 your recruiter directly.
Q ualified 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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