About the Role
Supervisor, Customer Experience
Remote
Remote-Serbia
Full time
job requisition id
P745386
About the team
As an Aryeo Customer Experience Supervisor at Zillow, 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!
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.
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. U.S. employees may live in any of the 50 United States, with limited exceptions.
Who you are
- 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.