Customer Care Representative - AppFolio Property Manager

Customer Care Remote, United States Dallas, Texas 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 - AppFolio Property Manager

We are currently hiring Customer Care Representatives (CCR) to join our Customer Care departments with the AppFolio product. A Customer Care Representative is one of the most important roles at AppFolio and amongst successful SaaS businesses, as it directly impacts 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 Property Manager and the customer, operating as the face of our company to create promoters within our industries. All CCRs complete a formal onboarding program to develop extensive product knowledge, which is invaluable for future career opportunities at AppFolio. As a member of the CCR team, you will have the opportunity to develop professional communication skills, improve the customer lifetime value and directly contribute to the growth of our products and company.

This is the ideal position for motivated individuals with a genuine interest in helping others, a strong desire to learn, and advanced attention to detail.

A fully onboarded Associate Customer Care Representative (someone who has been in the role for 6-12 months) should be capable of all of the following:

  • Have a solid grasp of the breadth of AppFolio Property Manager, workarounds, and common workflows.
  • Can handle 15+ mixed weighted difficulty requests in a full day in their queue.
  • Can achieve at least 35 replies by email, phone, and balance time for troubleshooting advanced issues and deeper client engagements via zoom.
  • Maintain core KPIs: tNPS of 90+, Average response time of <2 hours, Call Average of 30% or more

Responsibilities:

  • Master the product through our formal onboarding program and continued learning.
  • Work within a small team to manage an allocated queue of customer requests.
  • Provide timely responses to customer support inquiries via phone, email, & virtual meetings.
  • Provide 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 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.
  • Collaborate with internal teams to mitigate risk and reduce customer churn.
  • Receive direction from Manager and guidance from fellow CCRs .
  • Serve as an AppFolio brand ambassador to create promoters within the industry.
  • Represent Services department at offsite & virtual meetups with customers and prospects.
  • Assist in the building out of customer-facing Help Resources, including help articles, tutorials, videos and FAQs.

Skills and Knowledge:

  • BA/BS degree or equivalent work experience
  • 1+ years of experience working in a remote position is preferred but not required
  • Accounting/bookkeeping knowledge is preferred but not 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 multi-task
  • Can demonstrate familiarity with multiple popular SaaS apps. (e.g. knows how Salesforce/Slack/GSuite)
  • 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
  • Ability to work independently with minimal supervision
  • High degree of flexibility and effective time management
  • Property Management knowledge preferred but not required (*AppFolio Property Management specific*)

Location

If you want to work remote, that's great. If you want to work near one or our office hubs, that's great too. Our team of 1500+ is distributed because it lets us work with the best people.

However, due to the unique needs of customer support, we do hire with coverage for specific time zones in mind. This means that we count on new team members to work set hours based on from the timezone they're hired in. As with every rule, there are absolutely exceptions and flexibilities, and advance notice of long-term timezone changes goes a long way! If you have any questions on this at all, we'd be happy to discuss the specifics of your situation during the interview process.

Total Rewards
  • Comprehensive healthcare coverage including medical, dental, & vision care
  • 401(k) Retirement Plan with AppFolio matching contributions
  • Refresh and recharge with 21 days Paid Time Off and 10 Company Holidays
  • Benefits including Paid Parental Leave, Caregiver Leave, & Fertility Care
  • Volunteer Time Off
  • 4 week paid sabbatical leave after completing 10 years of service and 6 weeks paid leave after 15 years of service

 

#LI-MM1

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.