Zolo is one of Canada’s most popular national real estate marketplaces.
Each month more than 12 million home shoppers use Zolo to buy, sell, rent, finance, and learn about real estate.
The team is composed of technology industry veterans from companies like Uber, Kijiji, and Zillow, award winning journalists, and experienced real estate professionals. Founded in 2012, Zolo is a profitable growth company helping Canadians with all steps of home ownership.
How we work
Born as a digital-first company, we offer a fully remote work environment. Slack and Google Workspace are the primary ways we collaborate. Flexibility is key to how we operate in a family-friendly culture.
We are a results oriented work environment and a transparent organization. Our team operates efficiently and lean with roughly 35 employees. We’re nimble, making it easier to get stuff done. Our revenue is post Series B, so it’s an exciting time with the budget to really move the needle as we move from startup to scale up.
You will have the opportunity to define what success looks like and establish a brand voice heard by millions of Canadians.
About the role
As the frontline ambassador of the business, you’ll be the first to interact with both our valued Zolo real estate agents and home shoppers.
The Agent & Client Experience Specialist is the ultimate problem solver and quick thinker. You’re confident and able to answer questions related to process and procedural How-To’s.
You will help guide agents to feel empowered to manage their personal Zolo business to its fullest potential. In addition, you will work closely with our broader Realtor Support Team, providing them with feedback to guide updates to current training and processes, ultimately facilitating Agents’ success.
Some of the things you will do day-to-day
Agent support
Main point of contact for agent support related enquiries using the Zendesk Agent Workspace platform
Advocate for exceptional service standards and company values
Create professional development opportunities for agents through positive, constructive coaching and support
Collaborate with Team Leads in managing performance of agents across Canada
Provide Zolo CRM guidance to agents by helping them navigate and maximize their business by utilizing the tool
Educate agents on how to maneuver through Zolo Academy training (LMS)
Guide agents on how to leverage the use of Zolo communication platforms
Gmail
Facebook Workplace
Manage inbound agent support tickets, communication methods include:
Mobile phone, internal ticketing system and our call center
With a customer first approach, create best practices and agent success plans
FAQ support for items relating to policies and procedures
Improve and maintain internal agent support knowledge base
Partner with other internal support services and admin to provide a consistent level of agent satisfaction from deal origination through to deal completion and payment processing
Agent compliance ambassador
Agent verification letters
Home shopper (client/consumer) support
Provide outstanding customer support
Single point of contact for all Zolo support enquiries
Manage social media communications
Complaint management multiple communication channels
Social media
Email
Inbound calls
Listings management (listing take down requests)
Provide customer knowledge base information where applicable
About you
You love to support the success of others. Seeing other people thrive with your support and direction is what drives you. You feel rewarded when you’ve helped someone reach that aha moment.
As an approachable, curious person, you’re nurturing by nature and genuinely want to help people be successful at what they do. Interacting with people of diverse backgrounds is something you thoroughly enjoy. You have a, We’re All In This Together mentality.
You’re tech savvy and detail-oriented and can help guide people step by step through how to use online tools with clarity and ease. Working with a team towards goals in a feedback friendly atmosphere is exciting. Other people’s deadlines do not scare you.
Because you also excel independently, you do not need a ton of direction. When you spot problems and opportunities you tackle them, seeing things through to completion. You enjoy working in an environment that is ROWE (result only work environment) and where a lot of the info is visible to all team members.
You believe in supporting established SLAs (service level agreements) and working to consistently improve them in an effort to improve NPS scores across our team.
Formal education is not a prerequisite to be successful. Your body of work demonstrates what you bring to the team. Experience in finance or real estate would make it easier to get up-to-speed, yet you are a quick study, so it is not a requirement.
Benefits
Above average salary
Remote-first
Results only work environment
Extended health
Family friendly – never miss a family event or dinner
Discount on Realtor fees
Apply
Apply to this job posting.
COVID-19
We are actively monitoring the COVID-19 situation and adjusting office hours accordingly. All visitors to the office are required to wear a mask and practice social distancing. Many functions have been shifted to remote work from home.
Zolo celebrates, supports and continuously is committed to creating a diverse and inclusive environment. All qualified applicants are encouraged to apply and will all receive employment consideration without regard to race, colour, religion, gender, gender identity of expressions, sexual orientation, national origin, genetics, disability, age or veteran status.
* This is a remote / Work from home position* *EIS* is an insurance software company that enables leading insurers...
Apply For This Job*Apply only if you live in Canada Company Description At Stratejia Group Inc., we specialize in guiding organizations through seamless...
Apply For This JobProject Coordinator – Marketing Agency (Remote, FT – Maternity Leave Coverage 14 months) We are looking for a Project Coordinator...
Apply For This JobCompany Description: MaxSold, the leading estate sales marketplace, empowers buyers and sellers to extend the life of things for new...
Apply For This JobLicensing Specialist PHSA Corporate Burnaby, BC In accordance with the Mission, Vision, Values and strategic direction of PHSA, safety, including...
Apply For This JobThese days, most “leaders” are just managers. At Grow Mighty Leaders, Inc. we believe in a world where the strongest...
Apply For This Job