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Form of work
SalaryHi, 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.
The Customer Care Specialist I - Payment Support 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.
Your impact
- Master the AppFolio’s payment product through a formal onboarding program and continued learning, with an emphasis in our Value Added 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 Value Added 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 SalesForce and 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 Manager and guidance from fellow Payments 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
- 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.
- 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.
