Associate Consumer Relations Specialist

Who we are:

Over ten years ago, we launched AppFolio (NASDAQ: APPF) to revolutionize the way small and medium-sized businesses grow and compete. Today our software solutions serve the property management and legal industries.  At the heart of our products and services is a talented and agile team that understands the importance of a 100% customer focus.

With offices in Santa Barbara, Dallas, and San Diego, our business is built for long term success fueled by happy, loyal customers and a team of AppFolians who contribute to our great culture every day.

To learn more about AppFolio and our company values check out our profile on The Muse!

Why AppFolio?

  • Competitive Compensation
  • Medical, Dental, Vision, and a 401k Match
  • Amazing company culture: focus on a complete lifestyle
  • Recharge: 20 Days PTO + 9 Paid Holidays
  • Built to last: Grow your career in an innovative, public company
  • Make an impact: your work plays a key role in transforming our customers’ businesses
  • Love your team members: co-workers are often friends too
  • Offices stocked with healthy snacks, games, and goodies
  • A commitment to health/wellness including onsite fitness classes
  • Give back to your team and your community

Who we are looking for:

Consumer Relations Specialist

The Consumer Relations Specialist takes a lead role in handling consumer inquiries and disputes and working with our partners to resolve any issues with screening reports.

Ideal candidates have a passion for customer satisfaction, an affinity for detail, possess a record of independent action and excellent judgment and understand the importance and impact of working in a highly regulated environment.

Responsibilities:

  • Play a lead consumer-facing role - answer phones, emails and case requests as the first line of contact for consumer requests. Assist the consumer, providing an empathetic and helpful response, representing AppFolio with professional courtesy.
  • Understand and comply with all relevant laws and regulations related to the background screening industry and AppFolio’s screening business
  • Prioritize cases as necessary; effectively manage a full caseload and queue
  • Ensure all timelines and compliance requirements are met for every case
  • Develop and build relationships with partners and vendors to ensure smooth dispute processes
  • Liaise closely with team members (both direct, and wider) to build strong internal relationships and broaden knowledge base
  • Ensure confidentiality and privacy of personally identifiable information
  • Assist in development of policies and procedures
  • Gain a detailed knowledge of AppFolio’s screening product and a basic knowledge of the wider product
  • Exemplify and represent AppFolio’s values and initiatives
  • Lean in to challenges; act as a positive and constructive influencer and team member

Skills & Knowledge:

  • Exceptional customer service and ability to handle difficult conversations, both internally and externally, in a graceful, courteous and constructive manner
  • Excellent written and verbal communication skills; meticulous eye for detail; strong proofreading skills
  • Ability to work with flexibility and agility in a fast paced environment while keeping a positive and curious attitude
  • Ability to work in a highly regulated environment and to maintain compliance
  • Proven ability to handle multiple concurrent projects and complete tasks in a timely manner with precision, using independent judgment to accomplish goals
  • Ability to follow through on tasks until completed
  • Proficiency in word, excel, adobe, cloud-based tools required; experience with Salesforce a plus
  • Spanish speaking desirable
  • BA/BS degree or equivalent work experience required

Meet Some of AppFolio's Employees

Damon V.

Software Engineering Director

Damon’s main goal is to create a great engineering culture at AppFolio. He’s responsible for providing teams with the tools they need to build an amazing product.

Cathleen S.

Senior Product Manager

As part of AppFolio's MyCase Team, Cathleen works to deliver legal practice management software that allows attorneys to run a more efficient practice.


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