- Master the product through a formal onboarding program and continued learning, with an emphasis in 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 CCRs.
- Serve as an AppFolio brand ambassador to create promoters within the industry.
- 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.
- 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 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 including but not limited to:
Paid Time Off (PTO)
- Medical, dental, and vision benefits
- Long-term and short-term disability insurance
401(k)
Wellness benefits