Customer Experience Analyst, ZHL

About The TeamAt Zillow Home Loans, our Customer Experience team is dedicated to delivering exceptional service and support to our customers. We are passionate about fostering positive relationships, resolving inquiries efficiently, and ensuring every customer interaction reflects our commitment to excellence. As a Customer Experience Analyst, you’ll join a collaborative, fast-paced environment where your insights and problem-solving skills will help shape the customer journey.About The RoleAs a Customer Experience Analyst, you will play a critical role in ensuring customer satisfaction by investigating, analyzing, and resolving customer inquiries and complaints. You’ll act as a liaison between our customers and the company, providing tailored solutions and maintaining a positive, empathetic, and professional demeanor across all communication channels. Your work will directly impact our customers’ experiences and contribute to the continuous improvement of our service quality.You Will Get To Investigate and analyze customer inquiries and complaints, clarifying concerns and determining root causesProvide tailored solutions to address customer needs, expediting corrections or adjustments as necessaryFollow up with customers post-resolution to ensure satisfactionRespond promptly and professionally to customer inquiries via phone, email, social media, and traditional mailAcknowledge and take responsibility for customer complaints, coordinating with supporting departments to resolve issuesDeliver constructive feedback to improve the efficiency and quality of the customer experienceIdentify opportunities for coaching and training to enhance customer satisfaction and service qualityMaintain a thorough understanding of Zillow Home Loans products, policies, and procedures to provide accurate informationMeet personal and team targets, effectively managing call handling quotasHandle a high volume of inbound and outbound calls with professionalismPerform other related duties and projects as required to support business needsThis 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, Connecticut, Maryland, Massachusetts, New Jersey, New York, Washington state, and Washington DC the standard base pay range for this role is $27.60 - $44.00 hourly. This base pay range is specific to these locations and may not be applicable to other locations. In Colorado, Hawaii, Illinois, Minnesota, Nevada, Ohio, Rhode Island, and Vermont the standard base pay range for this role is $26.20 - $41.80 hourly. The base pay range is specific to these locations 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. Employees in this role will not be paid below the salary threshold for exempt employees in the state where they reside.Who you are2-3 years experience in customer support within a fast-paced environmentStrong phone contact handling skills and exceptional active listening abilitiesCustomer-oriented mindset with the ability to adapt and respond to diverse personalitiesExcellent verbal and written communication skills, with a focus on clear and professional presentationDemonstrated ability to multitask, prioritize, and manage time efficientlyProficient in English, both written and verbal, with strong grammar and punctuation skillsEffective oral communication and interpersonal skills, able to engage with individuals at all organizational levelsExperience in defusing emotionally charged situations with patience and professionalismAbility to provide constructive feedback and present information to groups in an engaging mannerTransferable Skills Here at Zillow, we value the experience and perspective of candidates with non-traditional backgrounds. We encourage you to apply if you have transferable skills or related experiences.Get to know usAt Zillow, we’re reimagining how people move—through the real estate market and through their careers. As the most-visited real estate platform in the U.S., we help customers navigate buying, selling, financing and renting with greater ease and confidence. Whether you're working in tech, sales, operations, or design, you’ll be part of a company that's reshaping an industry and helping more people make home a reality.Zillow is honored to be recognized among the best workplaces in the country. Zillow was named one of FORTUNE 100 Best Companies to Work For® in 2025, and included on the PEOPLE Companies That Care® 2025 list, reflecting our commitment to creating an innovative, inclusive, and engaging culture where employees are empowered to grow.No matter where you sit in the organization, your work will help drive innovation, support our customers, and move the industry—and your career—forward, together.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.Los Angeles County applicants: Job duties for this position include: work safely and cooperatively with other employees, supervisors, and staff; adhere to standards of excellence despite stressful conditions; communicate effectively and respectfully with employees, supervisors, and staff to ensure exceptional customer service; and follow all federal, state, and local laws and Company policies. Criminal history may have a direct, adverse, and negative relationship with some of the material job duties of this position. These include the duties and responsibilities listed above, as well as the abilities to adhere to company policies, exercise sound judgment, effectively manage stress and work safely and respectfully with others, exhibit trustworthiness and professionalism, and safeguard business operations and the Company’s reputation. Pursuant to the Los Angeles County Fair Chance Ordinance, we will consider for employment qualified applicants with arrest and conviction records.