Customer Care Representative 🔥
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 as well as our newest product, Investment Management. 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/AppFolio Investment Management 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.
Responsibilities:
- Master the product through our formal onboarding program and continued learning.
- Work within a small team to manage allocated queue of customer requests.
- Provide timely response to customer support inquiries via phone and email.
- Provide product training to increase customer product knowledge.
- Maintain 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 industry.
- Represent Services department at offsite meetups 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 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
- 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
- Accounting knowledge preferred but not required
- Property Management knowledge preferred but not required (*AppFolio Property Management specific*)
- Real Estate, finance and/or investment management knowledge preferred but not required (*AppFolio Investment Management specific*)
If you are interested in joining the Customer Care team to directly contribute to the growth of AppFolio, apply today!
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.