Signature Support Specialists (Concierge)

About the team

The StreetEasy Partner Engagement Strategy (PES) team consists of real estate professionals dedicated to enhancing StreetEasy’s value proposition within the industry, enshrining StreetEasy as a fundamental resource for consumers and ensuring that StreetEasy team members can thrive and grow with the needs of the company and industry. The team aims to create more efficient and joyful experiences for both our partners and consumer audience. PES is responsible for driving revenue growth and elevated engagement across frontline programs, including StreetEasy Concierge and Zillow Premier Agent. They also support programs such as the Agent Advisory Board and industry relations.

The team focuses on helping buyers, sellers and renters better understand the NYC real estate market and guide them to StreetEasy resources while simultaneously partnering with the best agents in NYC to service these very consumers through our channels. This includes connecting consumers with the most qualified and appropriate agent partners through programs like Concierge and Premier Agent. A core principle of our success is growing a deep bench of trusted partners ensuring that these resources are utilized across various business needs. And none of our external industry efforts could be accomplished without guaranteeing that we have the right staff to execute on these initiatives which is where our PES Talent Management function comes into play providing onboarding and knowledge consistency and coaching talent from within our organization. This enhanced consumer engagement solidifies our standing as a go-to resource for real estate data and information, and fulfills a brand promise to help more New Yorkers move into their next home faster and with more confidence.

About the role

As a StreetEasy Signature Partner Engagement Specialist, you will support the team in refining our Concierge partner network through acquisition and partner management efforts, hitting quarterly goals for consumer / partner connections, and supporting team members with data and partner outreach efforts as needed. Your role as a licensed real estate professional is to provide valuable guidance and assistance to external audiences like consumers and agents. You will focus on understanding the unique needs of buyers and sellers and connecting them with agents in our Expert Network, learn the nuances of the Premier Agent program in the NYC market, and provide support with data confirmation and outbound acquisition across the buy, sell and rent business lines.

You will be responsible for:

• Concierge: 

  • Learning the Concierge database and tooling to match consumers with agents in our network (buyers and sellers)

  • Understanding and providing resources for consumer and agent audiences on StreetEasy home value estimates

  • Helping grow the Concierge database of agents through the Experts network and Concierge network, including onboarding partners to the Concierge system, program expectations and more. 

  • Responding to inquiries promptly, personalizing communication, and ensuring a seamless and satisfying real estate experience for all parties involved.

  • Offering insights and guidance on the NYC real estate market, including trends and processes.

  • Knowing the contents of the Concierge compliance job aid and follow the guidelines therein at all times

  • Adhering to compliance guidelines related to Agency Relationship Interference, Implied Agency, Fair Housing, and Call Recording Disclosure.

• Premier Agent:

  • Learn all Zillow Premier Agent systems and processes including:

    • Trolleytown and Salesforce

    • Agent accounts and profiles

    • How to execute a partner order (purchase, adjustment or cancellation)

    • PA playbook details

    • Approved response macros for various PA requests

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.

In California, Colorado, Connecticut, Hawaii, Maryland, Massachusetts, Nevada, New Jersey, New York, Vermont, Washington state, and Washington DC the standard base pay range for this role is $25.30 - $40.50 Hourly. This base pay range is specific to California, Colorado, Connecticut, Hawaii, Maryland, Massachusetts, Nevada, New Jersey, New York, Vermont, Washington state, and Washington DC 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

Experience:

• 5+ years of experience in real estate, with a focus on customer engagement.

• Communication Skills: Exceptional written and verbal communication skills.

• Problem Solver: Ability to identify and solve problems with a proactive approach.

• Customer-Centric: A genuine desire to help customers and provide exceptional service.

• Compliance-Oriented: Understanding and adherence to compliance guidelines and ethical standards.

• May be required to work evenings and weekends (scheduled)

• Real Estate License: Licensed real estate professional in New York

• Local to the NYC area

Preferred Qualifications

• Real Estate License: Licensed real estate professional in New York.

• Market Knowledge: Deep understanding of the NYC real estate market.

• Tech-Savvy: Proficiency with tools such as Salesforce, Tableau, and Looker.

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 your recruiter directly.

Qualified 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.