Customer Care Representative - AppFolio Investment Management

Customer Care Santa Barbara, California


Description

Hi, We’re AppFolio.

We’re innovators, changemakers, and collaborators. We’re more than just a software company — we’re a cloud-based powerhouse that creates products to make our customers’ lives easier. We’re revolutionizing the way people do business, and we want your ideas, your enthusiasm, and your passion to help us keep on innovating.

We love where we work, and you can, too.

To find out more about what AppFolio has to offer, check out appfolioinc.com/careers.


Who we are looking for: 

Customer Care Representative - IM

We are currently hiring a Customer Care Representative (CCR) to join our Client Services team for our newest, fastest-growing product. AppFolio Investment Management is a modern, cloud-based technology solution that empowers Real Estate Investment Managers to streamline their day-to-day, securely communicate with their investors, fundraise new investments, and manage their portfolios with ease.

A Customer Care Representative is an important role at AppFolio Investment Management, as it directly impacts our customers’ lifetime happiness and retention. The purpose of a CCR is to bolster customer relationships by providing distinctive service and product assistance. This helps the customer find value in our product and creates love for our company. 

By working directly with our client base you will serve as the link between AppFolio Investment Management and our customers, operating as the face of our company to create promoters within the investment management industry. All CCRs become an expert in all things AppFolio Investment Management. As a member of the CCR team you will have the opportunity to genuinely help others, improve the customer lifetime value, and directly contribute to the growth of our product and company.

This is the ideal position for motivated individuals with excellent communication, strong technical skills, advanced problem-solving and attention to detail, and a desire to learn about the finance and real estate investment management industry.


Responsibilities:

  • Master the AppFolio Investment Management product through our internal onboarding process and continued learning.
  • Work within a small team to manage allocated queue of customer requests.
  • Provide timely responses to customer support inquiries via phone and email.
  • Provide product training to increase customer product knowledge, software utilization, and overall customer satisfaction.
  • Enhance the customer’s experience by providing exceptional service in all interactions.
  • Establish a trusted advisor relationship to ensure customer satisfaction.
  • Utilize SalesForce to manage all customer interaction and inquiries.
  • Utilize Zoom to provide efficient face-to-face customer service.
  • Understand product roadmap of future updates to better handle client requests.
  • Provide valuable feedback to Product team based on client interactions.
  • Proactively reach out to customers to improve customer engagement and increase feature adoption.
  • Collaborate with internal teams to mitigate risk and reduce customer churn.
  • Represent AppFolio Investment Management at conferences, meetups and events with customers and prospects.
  • Assist in building out customer facing Help Resources, including help articles, tutorials, videos and FAQs.


Skills and Knowledge:

  • BA/BS degree or equivalent work experience
  • 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 multi-task
  • Strong curiosity and desire to learn
  • Ability to display good judgment
  • Ability to work cross-functionally in a fast-paced environment
  • Ability to follow through on tasks until completed
  • Ability to develop trusted relationships and find creative solutions
  • High degree of flexibility
  • Real Estate, finance and/or investment management knowledge preferred but not required


AppFolio Benefits & Perks

  • We've got you covered with comprehensive medical, dental, vision coverage, and 401(k) Retirement Plan with AppFolio matching contribution
  • Refresh and recharge with 21 days Paid Time Off and 8 Company Holidays
  • Grow your career with challenging and meaningful work, all while making an impact and honing your talent
  • Become a part of a diverse, supportive and tight-knit team that values ownership and innovation
  • Celebrate wins and milestones with your team and build each other up for success
  • Get to know AppFolians outside of your team and gain experience through the Give Back Committee, book clubs, volleyball leagues, AppFolio Learns, and much more!

Our Story


AppFolio (NASDAQ: APPF) was founded in 2006 with the mission to revolutionize vertical industry businesses by providing great software and service. Our easy-to-use, cloud-based software helps our customers more effectively market, manage, and grow their businesses. Our software solutions exist in the real estate vertical, including AppFolio Property Manager and AppFolio Investment Management.

To find out more about what AppFolio has to offer, check out appfolioinc.com/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.