General info
What Genesys status is used before clocking out?
Available
What is the email for MFH support?
rentalpartners@zillowgroup.com or nationalsupport@zillowgroup.com
What is the most common value we use when trying to find a listing in PHX?
ZPID
If a customer writes asking how to create a lease agreement, who do we send this to?
Comet
What are the two requirements that must be met in order for an MFH block to stay on a listing?
1. They must be 25+ units.
2. They must be owned by a single entity.
A customer says they edited their listing a long time ago and the changes never updated. What tool can we use to find when they made this change?
Manual History Listing Tool
What benefits do customers get when they upgrade their listing to premium?
Priority support, premium analytics, a tracking number, increased exposure for their listing.
You can tell a feed listing is a paid SFH listing if RepHDP has a green highlighted text that says what (name one).
Single Family Daily Listings or Flat Feed Connect
We usually do not edit price history for listings. What are the two general exceptions for when we do remove price history?
If there was a scam listing or if they posted with the wrong price and fixed it immediately.
What cannot be edited in the ZRM mobile app that can be edited on a browser for a listing?
Screening preferences
You have removed an MFH block from a listing on a ticket. What issue type do you select to solve the ticket?
Syndication - Paid inclusion
A customer writes in saying that they selected a house property type but is displaying a room for rent. You look and find a supplement on HP tool for the room for rent property type. How do we remove this supplement?
Send to AV as they can remove room for rent supplements.
What are the four main supplements reps can edit on their end without senior assistance?
Lot size, single story, property type, flagged photos
If customer reaches out to post their individually owned unit at the same property address there is an active MFH, what SOP do we follow and do we handle these requests? If not, who does?
Follow the mixed-use SOP. We do not handle these requests. We send to AV.
What tool do we use to update mismatched Malone IDs for Z and T?
Mac Support Tool