Mission: Our mission is to build the largest, most trusted and vibrant home-related marketplace in the world, and we remind ourselves of this almost daily. Our mission drives us to stay motivated and work together to accomplish great things.
I have been working at Zillow (More than 3 years)
There are lots of pros about working for this company, such as the amazing benefits, free snacks, and (for other departments outside of Concierge), there appears to be a dedication to culture and community satisfaction. If you are interested in other departments, I cannot provide insight into how well they measure up to the message.
But if you are thinking about applying for the a job as the Associate Client Engagement Specialist, Do NOT look at the standard rating here as a barometer for what your experience will be like. The only thing I will say in terms of a potential positive is the starting salary of $19 is competitive for call center work, which is what you will be doing. DO NOT let the job description fool you into thinking this is anything else.
If you are a hard working grown up, who expects to be treated as such, I encourage you to 1. Apply to a different department. 2. Apply to a different Company.
Recently, our department has undergone a reshaping that has us handling a drastically higher volume of work, and they made no plans to 1. Replace the attrition that occurs in this department. 2. Expand their workforce through effective and quality hiring practices(And no, to the manager who is going to respond to this review, I don't consider contract workers who are probably treated even worse than we are in this department an effective hiring practice. And neither would you if you could actually see the quality of their work. Also if ZG culture and community is so strong, why are we having to hire staffing agencies to help us fill positions.)
With this new product's launch, being behind in our workflow was an obvious problem for anyone who had actual experience doing our job, but was not planned for at all. Thus creating a negative experience for our stakeholders and our customers, which we as employees do care about.
Management's response to us being behind, despite more than doubling our volume of work, was to blame us for not working hard enough. They have restructured our breaks and mandate that we take them at the same time every day that we work. Instead of our 2 15s we get for being at work 11 hours a day (While technically 10 hours, we get an hour unpaid lunch so the day itself is 11 hours. By the by, we are the only department in all of ZG with that restriction as well), we all have 3 10 minute breaks. Your break times were assigned to you, and you MUST take your breaks at the designated times or not take them at all. Doesn't matter if you'd like to take one of your break with your friend who comes in on the later shift, or would love to grab a cup of coffee with a hiring manager at a time that is convenient for them. It is beyond insulting to be micromanaged at this level.
ZG decided to fundamentally change its #1 product that accounted for nearly 70% of its business last year, and in the launch of this revamped product you decided not to account for the increase in workflow volume (which anyone who was actually working in the old workflow could have told you would have absolutely needed), lower your hiring standards by using recruiting agencies and contract employees with less strenuous standards thereby creating more work and more negative experiences for your customers, while simultaneously whittling down the resolve of your current top performing employees (the ones who will be responsible for either the success or failure of this launch) by suddenly treating them as petulant children who are not working hard enough. Not only does this not seem like a terrible thing to do, and is something that flies in the face of everything I thought this company believed in terms of it's employee culture, it is not a smart business practice!
Nearly 10% of your workforce should not be an afterthought, which is what this department actually adds up to be!
People in this department can only get 1 hour of career development a WEEK. Making it really difficult to network and discover new opportunities of where you would like to see your career go. No other departments have a uniform policy. Individuals who are felt not to be pulling their weight are spoken with and dealt with on an individual basis, In other words, other departments treat their people as adults.
Every other department, regardless of location (aside from the newly acquired Mortgage company that has been ZG owned for less than 6 months) will be flown to Seattle to experience ZG week, giving us a chance to network and meet with other people from other offices. This department will not be permitted to go. And no, to the manager who inevitably responds to this this review, the fact that SeaPAC will get to go to a Happy Hour, and Denver having a couple Executives come to town for a replacement meeting, without any of the break out sessions or networking opportunities that come from ZG week, isn't an equivalent exchange.
I could go on, but why bother? This company and this management team are perfectly okay with the way this department is moving. You can have all the skip levels and 1:1s you want, saying you value our feedback, but I know lip service when I see it. In their eyes, it is much more important to give employees the appearance of being heard rather than actually listening. And in their eyes, this review is another petulant dissenter, who is whining rather than realizing how lucky I am to work here.
I thought this company was of the Richard Branson philosophy of Company culture. You treat people well, they appreciate it and they work harder for you. They make you better. I believed that message when I started at ZG, but my LONG tenure in this department (All of which has me as a TOP Performer by the way) has ultimately proven that this company's actions are so much more telling than it's branding.
You can't treat your largest department like this, and still say this company cares about its people. You can't do it. And even more than that. You can't expect to treat people like this and expect them to perform at a high level for you. It won't happen.
Advice to Management
I already know how my review will be seen. That I'm a part of the vocal minority. Trust me. I'm not.
I actually never hoped to write this review. I wanted to be able to be heard and see changes. I've gone through the proper channels. I've given feedback in house. I wanted you to backtrack and recognize errors. You haven't. You've leaned in. You've doubled down.
I've wanted to build my career here. I cared about coming in and giving it my all. I cared about making a positive contribution to this company. I actually believed I was important and valued.
I know that I am not now. And while you can say differently in your reply. Your actions have proven otherwise.
The only advice I will offer is to those who are considering this role: Don't.
I applied through a recruiter. The process took 4 weeks. I interviewed at Zillow (Vancouver, BC) in August-2016.
Zillow Group is honored to be named one of Fortune’s Best Workplaces for Women. This award is especially meaningful to us because it is based entirely on feedback from our women employees! http://glassdoor.com/slink.htm?key=vQqGK
Zillow Group has been named to Bloomberg’s inaugural Gender-Equality Index (GEI). As one of only seven tech companies selected on the index, we are proud of our policies and practices that have helped us create an environment of inclusiveness. http://glassdoor.com/slink.htm?key=vQUgg