Customer Service Manager
AppFolio revolutionizes the way small and medium-sized businesses grow and compete. We understand that a positive work environment coupled with a creative and talented team is the key to success. We love what we do, and we’re looking for motivated, creative self-starters to join our winning team.
We are looking for a Customer Service Manager that will help us expand our 24/7 Contact Center team supporting our Value Added features.
Responsibilities include and are not limited to:
- Provide front line direction to representatives ensuring quality service is provided in each interaction.
- Read and understand a wide range of reports concerning the performance of the contact center; analyze data and statistical information from various database sources as it relates to performance, trends and goal achievement.
- Develop and implement operational practices that establish positive employer-employee-client. relationships and promote high levels of employee morale.
- Demonstrate performance promoting standards of ethical and professional conduct.
- Thrive as a team player in a fast-paced, high-energy, change-oriented environment.
- Oversee day-to-day contact center operations and business planning, employee development, operational efficiency and service excellence.
- Complete payroll audits to ensure that payroll information is correct, on time and accurate for their team.
- Develops representatives professionally via weekly coaching sessions.
- Work collaboratively with multiple departments to create, develop and manage our contact center team.
- Provide onsite leadership, motivation and direction of organizational vision and goals.
What we're looking for:
- Experience mentoring and growing a team.
- Ability to make analytical and empathetic decisions.
- Experience interviewing and selecting talented people.
- Extraordinary work ethic.
- Analytical skills and keen attention to detail.
- Ability to quickly grasp concepts and ideas and thrive in an energizing environment.
- Strong interest in technology/cloud based solutions.
- Willingness to work flexible hours as our call center operates 24/7, 365 days a year, including holidays and weekends.
What we offer:
- Exceptional benefits
- Learning environment
- Innovative culture
Meet Some of AppFolio's Employees
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Travis creates space for rising stars on his Sales Team to succeed. He sees his job as an opportunity to help clients make their businesses more efficient and profitable.
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