AppFolio is more than a company. We’re a community of dreamers, big thinkers, problem solvers, active listeners, and multipliers. At every opportunity, we set the pace while delivering innovation built to carry real estate into the future. One in which every experience feels effortless, yet meaningful. Where customers are empowered to take on any opportunity. We show up as one team, connected by our values to be a force for good. Because together, we have the power to create extraordinary outcomes for our customers, our communities, and ourselves.
The Customer Care Specialist I will work directly with our customer base. You will serve as the link between AppFolio Property Manager and the customer, operating as the face of our company to create AppFolio promoters. This position is one of the most important roles at AppFolio and any successful SaaS business as it directly impacts customers’ lifetime happiness and retention. By providing distinctive service and product assistance, our CCSs help our customers run a better business using our business management and accounting software.
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Your impact
- Master the AppFolio Property Manager product through our formal onboarding program and continued learning, and use this product expertise to provide our customers with an effortless, joyful, and personalized customer experience.
- Engage with customers by means of telephone, email, Zoom, and chat to manage customer relationships and to ensure successful execution of requests.
- Identify and clarify issues while working collaboratively with customers to achieve prompt resolution.
- Develop and/or collaborate on projects for purposes of optimizing product, eliminating process inefficiencies, etc.
- Engage with colleagues across departments to provide insight and guidance on all aspects of the AppFolio Property Manager product.
Required Qualifications
- BA/BS degree or equivalent work experience required.
- 3+ years professional work experience.
- Previous customer service industry experience with a strong service orientation.
- Exceptional customer focus, relationship-building skills, and a “do whatever it takes” attitude.
- High degree of flexibility, effective time management, and adaptability to change.
- Strong curiosity and desire to learn.
- Ability to learn and work swiftly and independently with minimal supervision.
- Strong teamwork approach and mentality, skilled in working cross-functionally.
- Analytical problem solving skills, strong computer competency.
Preferred Qualifications
- 1+ years remote/hybrid work experience.
- Ability to effectively manage multiple tasks with response time expectations in mind.
- Organized and effective in task and queue management.
- Able to communicate clearly and concisely with team, manager, and customers via phone, chat, and email.
- Seeks out feedback and uses mistakes as a platform to learn and grow.
- Embody an incredibly positive outlook with a desire to grow, take on more responsibilities, and drive initiatives.
- Ability to advise critically and confidently; strives to understand nuances of customer needs and exhausts available resources in an effort to provide the most comprehensive resolution possible.
- Long term experience in a customer-facing role providing direct customer service, demonstrating growth through consistent top performance.
- Technical Customer Support experience in a queue-based environment.
- Property Management and/or Accounting/bookkeeping knowledge a plus.
Compensation & Benefits
The hourly wage that we reasonably expect to pay for this role is: $20.50 - $25.50 per hour.
The actual base salary/hourly wage for this role will be determined by a variety of factors, including but not limited to: the candidate’s skills, education, experience, etc.
Please note that base pay is one important aspect of a compelling Total Rewards package. The base pay range indicated here does not include any additional benefits or bonuses/commissions that you may be eligible for based on your role and/or employment type.
Regular full-time employees are eligible for benefits - see here.
Regular full-time employees are eligible for benefits - see here.
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