Employee Service Coordinator

Zillow is searching for a collaborative individual who empathizes with the needs of employees and is proficient in resolving obstacles that may emerge. You have a steadfast dedication for delivering excellent service and are an expert in effectively prioritizing tasks while maintaining quality and attention to detail.

In this role, you’ll contribute to Zillow’s success by delivering a best-in-class support experience to employees. You’ll tackle queries across all functional areas – HR, Compensation, Benefits, Workforce Management, and more – while ensuring our intranet remains updated. Your involvement will be pivotal in establishing scalable processes for employee support, playing a crucial role in our ongoing success.

What you’ll do

• Partner with stakeholders from all employee support teams (Payroll, Benefits, Compensation, Talent Success, IT, Legal, etc.) to assist in answering a broad range of employee questions using a shared services support model.
• Serve as the first point of contact for employee inquiries in ServiceNow, responding to and resolving cases within SLA on a variety of topics (onboarding, benefits, time off, payroll, company policies, Workday support, offboarding).
• Maintain cases in your ServiceNow queue and effectively manage communications with employees, striving to meet case closure and SLA adherence goals.
• Prepare and complete time-sensitive documents, forms, letters, and paperwork accurately and route them to appropriate teams for further processing in a timely manner. This includes I-9s, personnel files, employment verifications, unemployment claims, and offboarding paperwork.
• Complete weekly and monthly audits with accuracy and attention to detail.
• Apply the highest level of confidentiality regarding sensitive information and employee records.
• Demonstrate proven ability to effectively partner with other teams and stakeholders.
• Be a champion of the Employee Service Center model by guiding employees to our company intranet and AI-powered agent for self-service, identifying gaps in self-service content and providing suggestions as needed.
• Perform other duties or special projects of a similar nature as assigned.

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, Illinois, Maryland, Massachusetts, Minnesota, Nevada, New Jersey, New York, Rhode Island, Vermont, Washington state, and Washington DC the standard base pay range for this role is $23.30 – $34.90 Hourly. This base pay range is specific to California, Colorado, Connecticut, Hawaii, Illinois, Maryland, Massachusetts, Minnesota, Nevada, New Jersey, New York, Rhode Island, 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

• You have 1+ years of HR-related experience (could include HR exposure through classes or course work).
• You possess excellent written and verbal communication skills – you can deliver both good and bad news in a professional, compassionate manner.
• You have outstanding problem-solving skills and a strong focus on customer satisfaction.
• You have an eye for process improvement – you leave it better than you found it.
• You can work collaboratively in a fast-paced, team-oriented environment while quickly adapting to evolving processes, policies, and technological advancements.
• You are a self-starter who can work reliably in a remote setting.
• You have high attention to detail and the ability to maintain flawless accuracy.
• You have an understanding of HR processes and systems, including ServiceNow HRSD and Workday (preferred).