Sr. Product Support Specialist - Maintenance
Description
- Perform standard PSS responsibilities, including handling maintenance requests, dispatching vendors, and assisting customers, residents, and vendors.
- Maintain performance goals, including:
- Timeliness: Consistently adhere to shift schedules, breaks, and meetings.
- Attendance: Maintain unscheduled absenteeism below 7% monthly.
- Communication Presence: Maintain accurate status on platforms such as Slack, Gmail, and Twilio.
- Quality Assurance: Maintain an average quality score (AQS) of 95%+ weekly.
- Efficiency: Maintain an Average Handle Time (AHT) of 3:15 minutes or less weekly.
- Serve as a leader and SME on the Smart Maintenance product.
- Stay up to date on product changes and enhancements and proactively share knowledge.
- Conduct peer mentoring sessions to support new agents, peers, and internal stakeholders.
- Respond to agent inquiries in Slack within 5 minutes while on shift.
- Provide additional context, such as relevant policies and Helpdocs, to enable real-time training opportunities.
- Assist with redirecting and reframing difficult customer interactions.
- Escalate out-of-scope issues to the Smart Maintenance Leadership team.
- Conduct weekly audits of S2MCC cases to maintain quality standards.
- Provide valuable feedback to agents in their weekly audit reports.
- Meet with the QA Lead weekly for alignment on quality trends and process updates.
- Facilitate training sessions for new agents and peer mentoring sessions during onboarding and nesting.
- Provide ongoing feedback on the user interface to enhance efficiency, accuracy, and consistency in responding to requests.
- Contribute to special projects supporting the PE Team in content and training development.
- Actively participate in and present Wednesday Wisdom sessions to share insights and best practices.
- Foster an environment of inclusivity, engagement, and teamwork, ensuring collaboration with peers, managers, customers, and vendor partners.
- Stay informed and engaged by actively reviewing and acknowledging all emails from the Leadership Team and responding to key Slack channel updates.
- Participate in weekly S2MCC leadership meetings, providing insights and feedback on team operations and improvements.
- Bachelor’s degree or equivalent experience in a related field.
- Previous experience with Smart Maintenance, must be meeting all performance KPIs, and at a minimum having a PSS II title.
- Exceptional communication and interpersonal skills with a strong ability to mentor and guide others.
- Strong analytical and problem-solving abilities, especially in high-pressure situations.
- Proficiency in communication platforms such as Slack, Gmail, and Twilio.
- Demonstrated ability to meet and exceed performance metrics.
- Ability to lead by example, providing expertise and support to peers.
- Detail-oriented mindset with a commitment to quality, accuracy, and continuous team support.
Regular full-time employees are eligible for benefits - see here.
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.