Customer Care Specialist I - IM - AppFolio, Inc
San Diego, CA
About the Job
Hi, We’re AppFolio
We’re innovators, changemakers, and collaborators. We’re more than just a software company – we’re pioneers in cloud and AI who deliver magical experiences that make our customers’ lives easier. We’re revolutionizing how people do business in the real estate industry, and we want your ideas, enthusiasm, and passion to help us keep innovating.
We are currently hiring a Customer Care Specialist I - Investment Manager to join our Client Services department. A Customer Care Specialist I - Investment Manager is an instrumental role at AppFolio, and is responsible for assisting our customers with the support and adoption of our Investment Manager Platform and Services.
By working directly with our client base you will serve as the link between AppFolio and the customer, operating as the face of our company to create AppFolio promoters within the investment management industry. All Investment Manager CCSs complete a formal onboarding program to develop extensive product knowledge, which is invaluable for future career opportunities at AppFolio. As a member of the Investment Manager Support team, you will have the opportunity to develop professional communication skills, improve the customer lifetime value, and directly contribute to the growth of our product and company.
This is an ideal position for motivated individuals with a genuine interest in helping others, a strong desire to learn, and an advanced attention to detail.
Your impact
- Master the product through a formal onboarding program and continued learning, with an emphasis on our Investment Manager Services.
- Work within a small team to manage an allocated queue of customer requests.
- Provide timely responses to customer support inquiries via phone and email.
- Provide Investment Manager Services product training to increase customer product knowledge.
- Maintain an organized queue of open support requests.
- Enhance customer satisfaction by providing distinctive service in all interactions.
- Establish a trusted advisor relationship to ensure customer satisfaction.
- Utilize Intercom to manage all customer interactions and inquiries.
- Utilize Zoom to provide efficient face-to-face customer service.
- Provide valuable feedback to the Product team based on client interactions.
- Receive direction from your Manager and guidance from fellow Investment Manager CCSs.
- Serve as an AppFolio brand ambassador to create promoters within the industry.
Qualifications
- BA/BS degree or equivalent in work experience required.
- Exceptional customer relationship-building skills.
- Excellent written and oral communication skills.
- Strong analytical capabilities for advanced problem-solving.
- Demonstrable leadership skills.
- Highly organized and strong ability to multitask.
- Strong curiosity and desire to learn.
- Ability to display good judgment.
- Ability to work cross-functionally in a fast-paced environment.
- Ability to handle sensitive information.
- Ability to follow through on tasks until completed.
- Ability to develop trusted relationships and find creative solutions.
- High degree of flexibility.
Must have
- Priority Setting & Organization: Can quickly sense what will help or hinder accomplishing an objective. High attention to detail, and does not let important details slip through the cracks.
- Action Oriented & Perseverance: Bias for action, operates with urgency, driven to “do” great work. Seizes more opportunities than others. Pursues everything with energy, drive, and a need to finish, even when faced with setbacks. Ability to adjust course to find an effective path to reach success.
- Problem Solving & Proactivity: Acts without being told what to do. Brings new ideas to the table with a plan for how to best implement them. Able to ask the right questions, collect and analyze information, problem-solve, and make clear, consistent decisions.
- Verbal & Written Communication: Speaks and writes clearly and articulately in a variety of communication settings and styles with an intuitive ability to adjust messages for the audience. Ability to bring clarity from often ambiguous circumstances and provide clear communication.
- Customer Focus: Thinks about and inserts the customer at all levels of decision-making and meeting their needs effectively. Elevates the customer experience in all decision-making.
Compensation & Benefits
The hourly wage that we reasonably expect to pay for this role is: $20.50 - $25.50 per hour.
The actual 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.
Source : AppFolio, Inc