About the position
The Rentals Support team at Zillow Group is at the forefront of transforming the rental experience for both renters and property owners. Our mission is to streamline the process of searching, touring, applying, and paying rent for leased properties, making it easier for renters to find their new homes. We offer a diverse range of rental listings, from multifamily complexes to unique single-family homes, ensuring that our customers have access to a variety of options. At the same time, we equip our partners with a comprehensive suite of digital tools that enable them to effectively market their properties, identify prospective tenants, sign leases, and collect payments, thereby delivering a seamless end-to-end online experience. In this role, you will be part of a collaborative team-oriented environment where individual goals align with the collective aim of providing a high-quality client experience. As a manager, you will closely support our customer care representatives, focusing on their performance and professional development. You will also collaborate with our product team to ensure the successful rollout of new products and features, preparing your team for any changes that may arise. Your responsibilities will include leading the rentals support and onboarding team to drive key business results, enhancing employee engagement, and ensuring a world-class customer experience. You will be tasked with developing and refining processes using data and reporting to anticipate future business needs. Collaborating with key partners across Rentals, you will implement strategies to improve customer satisfaction. Additionally, you will work with QA, Frontline Marketing, and Operations partners to evaluate scripts and processes, driving improvements and efficiencies. Your role will also involve identifying training and development needs in partnership with Learning and Development, setting performance expectations through direct coaching, and conducting performance reviews. Ultimately, your leadership will be crucial in maintaining high customer satisfaction levels, optimizing operational efficiency, and fostering the growth and development of your team members.
Responsibilities
- Lead the rentals support and onboarding team to drive key company business results, employee engagement, and a world-class customer experience.
- Develop and refine processes by utilizing data and reporting to drive future business needs.
- Collaborate with key partners across Rentals to implement strategies that further improve customer satisfaction.
- Work with QA, Frontline Marketing, and Operations partners to evaluate scripts, processes, and the customer experience to drive improvements and efficiencies.
- Identify and implement new and continued training and development needs in collaboration with Learning and Development partners.
- Set performance expectations for the team through direct coaching, performance deep dives, and delivering performance reviews.
Requirements
- Intermediate knowledge of Zendesk, Salesforce or similar customer service tools and platforms.
- 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.
Nice-to-haves
- Strong leadership skills with the ability to inspire and empower a team.
- Proven track record of delivering exceptional customer service.
- Diligent and technical proficiency with excellent problem-solving skills.
- Clear and engaging communication skills to drive adoption of overall vision and daily changes.
- Quick and flexible learner willing to grow in a fast-paced environment.
- Understanding and passion for service, enthusiastic about providing excellent support.
- Professionalism and excellent interpersonal skills to connect with diverse individuals.
- Comfortable receiving and delivering feedback across teams.
- Confident and quick thinking, able to suggest solutions to remove roadblocks.
Benefits
- Comprehensive medical, dental, vision, life, and disability coverages.
- Parental leave and family benefits.
- Retirement contributions and paid time off.
- Equity awards based on experience, performance, and location.
