About Houzz
Houzz is the world’s leading platform for home remodeling and design. Using Houzz, people can improve their homes from start to finish: find ideas and inspiration, hire home professionals, and shop for products. For home professionals, Houzz Pro provides an all-in-one marketing and business management SaaS solution that helps them to win projects, collaborate with clients and teams, and manage their business efficiently and profitably. The Houzz community is made up of more than 65 million homeowners and home design enthusiasts, and over 3 million home improvement professionals around the world. Houzz is available in every country around the world with localized platforms in more than 10 countries across North America, Europe, Asia and Australia.
About the Role
As the Concierge Representative, you’ll play an essential role in driving quality connections between homeowners who have submitted project inquiries with professionals on Houzz. You’ll act as a “front desk extension” for professionals’ businesses, vetting inbound leads and connecting homeowners with professionals in real-time, over the phone.
__________________
What You’ll Do
Contact homeowners using multiple forms of outreach (including but not limited to: chat, SMS, email, and phone) after an inquiry has been submitted to verify project details.
Thoroughly qualify lead by asking homeowner thoughtful, open-ended questions about their project needs, scope of work, and project timeline, and level of seriousness.
Facilitate the connection between the homeowner and professional, over the phone, in real-time.
Provide detailed notes in the Concierge Administrative Tool after every phone interaction to provide additional project details to professionals.
Onboard professionals to the Concierge Program by asking a series of questions related to their qualifications/experience, project goals and work they are looking to take on.
Participate in brainstorming sessions with the engineering team to discuss ideas to improve the Concierge experience as a whole and drive more successful connections.
Foster the Houzz Pro Program value and advance a positive program experience.
Provide superior customer service, contribute to a positive work environment, and embody the Houzz culture.
Ad Hoc responsibilities as required.
At a Minimum, We’d Like You to Have
Fluent in written and spoken German as well as English
Excellent written and verbal communication skills
Strong active listening skills. and attentiveness.
Tech-Savvy ability - you are able to conduct phone calls and take detailed notes while working out of multiple internal systems simultaneously
Strong organizational skills- you are able to work efficiently through a high volume of requests in a fast-paced environment
Passion about going above and beyond to deliver excellent service to Houzz users and advertisers
A team oriented mindset
A positive, can-do attitude
Ideally, You’ll Also Have
Be detail and task oriented
Prior customer support experience or hospitality experience a plus
Be customer-oriented and able to adapt and respond to different types of personalities and situations
__________________
Be Who You Are and Do What You Love at Houzz
We’re a Family
At Houzz, we strive to create and foster a strong family environment in our workplace. We collaborate to accomplish our goals, always working as a team. We aim to build a culture of inclusion — celebrating and leveraging our differences for the betterment of one another, our products and our community.
Houzz team members come from many backgrounds and bring diverse experiences to the company. We take pride in making each person feel at home.
We Build the Future
Join Houzz in revolutionizing the home remodeling and design industry and have an impact on our community of more than 65 million homeowners and home design enthusiasts who use our platform and the 3 million-plus home professionals around the world who grow and manage their business with Houzz Pro. Houzz has been named one of the most innovative companies in the world by CNBC and others, and is backed by top venture capitalists. At Houzz, you can help drive the future of an industry worth over $1 trillion in the U.S. and Europe alone.
We Make Things Happen
Our team members play a key role in guiding the direction of our company and are able to work across multiple groups to implement fresh ideas that allow Houzz to be the industry leader. If you are interested in applying your passion to create products that will transform the lives of millions of people who are designing, remodeling and decorating their homes, welcome to Houzz.
Houzz is proud to be an Equal Employment Opportunity employer. When applying for a role at Houzz, we guarantee your application will be considered regardless of your sex, race, religion, color, gender, national origin, height or weight, ancestry, physical or mental disability, medical condition, genetic information, marital status, registered domestic partner status, age, sexual orientation, military and veteran status or any other basis protected by federal, state or local law or ordinance or regulation.
We embrace and celebrate the value that diversity brings to an organization and understand that diverse backgrounds and different points of view are essential components of helping Houzz in our mission to provide the best experience for home renovation and design. Houzz is committed to fostering an inclusive environment through projects and initiatives such as employee resource groups and diversity workshops.
Houzz celebrates differences and strives to create a comfortable and authentic climate for Houzzers to feel supported, where they are welcomed to think creatively and contribute to innovative ideas, while having the freedom to be themselves and share their lives at work.
By applying for a job with us, you acknowledge and agree to the terms of ourJob Applicant Privacy Notice
