AppFolio Careers

Description

• The Customer Solutions Expert is embedded in AppFolio product support. Daily responsibilities are balanced between advanced casework, reactive internal product support, and cross-functional customer escalations.
• For advanced casework support, the Customer Solutions Expert delivers high-quality performance to our customers as measured by our performance metrics (FRT, TRT, CSAT).
• This role provides internal consultative support, both on-demand and scheduled consultations, for complex requests and is a key driver in improving case resolution rates while maintaining high customer satisfaction.
• The Customer Solutions Expert takes pride in driving forward the business and is involved in constant evaluations of internal process improvements.
• As a member of the Customer Solutions team, the Customer Solutions Expert is invested in building critical advancements in our product, training, and customer satisfaction.

• Coaching / Ability to Develop People: Coaches agents to improve performance and prepares them for future growth. Relates well to all kinds of people, builds appropriate rapport and constructive and effective relationships.
• Customer Focus: Anticipates the customers' needs before they even know about them; takes responsibility for customer satisfaction and loyalty.
• 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. Has a strong ability to bring clarity from often ambiguous circumstances and provides clear communication regarding our strategy (what we are doing and why).
• Priority Setting & Organization: Can quickly sense what will help or hinder accomplishing an objective. High attention to detail, keeps important details from slipping through the cracks—the ability to manage multiple priorities and timelines effectively.
• 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.
• Intellectual Horsepower: Sharp, capable, and agile; deals with concepts and complexities comfortably.

• Certified Property Management Expert and Accounting Expert.
• Sr. CCS or Equivalent Title, 3+ Years Experience in Appfolio Client Services, Customer Care, Training, or CSM Roles.
• Deep understanding of the inner workings of APM software. Strong ability to troubleshoot data cleanup and diagnose solutions to unique customer needs.
• High performer as a Customer Care Specialist; measured in delivering high-quality casework on complex customer requests and consistently exceeding expectations within service level agreements (FRT, TRT, CSAT, Handle Time)
• Ability to manage multiple projects and assignments, prioritize, meet tight deadlines, and display initiative and innovation. Thrives working in a fast-paced environment.
• Outstanding interpersonal and consultative skills. Relates well to all kinds of people - up, down, and sideways, inside and outside the organization.
• Demonstrated ability to work in and manage ambiguity - dealing with issues that do not always have a process or system in place.

• Experience hosting internal Help Rooms and answering case questions for front-line customer-facing support teams.
• Risk trained to mitigate APM account churn and execute special migration support requests.
• Enjoys and excels at designing new resources, such as videos, help articles, documentation, and presentations.

Why AppFolio

Grow | We enable a culture of high performance, where delivering results is recognized by opportunities for growth and compelling total rewards. Our challenging and meaningful work drive the growth of our business, and ourselves.

Learn | We partner with you to realize your potential by investing in you from the start. We're cultivating a team of big thinkers through coaching and mentorship with our best-in-class leaders, and giving you the time and tools to develop your skills.

Impact | We are creating a world where living in, investing in, managing, and supporting communities feels magical and effortless, freeing people to thrive. We do this by innovating with purpose while cultivating a culture of impact. We learn as much from each other as we do our customers and our communities.

Connect | We excel at hybrid work by fostering an environment that feels flexible, personal and connected, no matter where we are. We create space to fuel innovation and collaboration, and we come together to celebrate, connect, and succeed.

Paddle as One.

Learn more at appfolio.com/company/careers

Statement of Equal Opportunity

At AppFolio, we value diversity in backgrounds and perspectives and depend on it to drive our innovative culture. That’s why we’re a proud Equal Opportunity Employer, and we believe that our products, our teams, and our business are stronger because of it. This means that no matter what race, color, religion, sex, sexual orientation, gender identification, national origin, age, marital status, ancestry, physical or mental disability, or veteran status, you’re always welcome at AppFolio.