Customer Care Specialist

19 hours ago

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AppFolio

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technology • property management • software-as-a-service • investment management • community association management

1001 - 5000

💰 Venture Round on 2013-11

Description

• Responsible for assisting customers with support and adoption of Investment Manager Platform and Services. • Serve as the link between AppFolio and the customer. • Complete a formal onboarding program to develop product knowledge. • Develop professional communication skills, improve customer lifetime value, and contribute to growth. • Manage an allocated queue of customer requests. • Provide timely responses to customer inquiries via phone and email. • Provide product training to increase customer knowledge. • Maintain an organized queue of open support requests. • Enhance customer satisfaction by providing distinctive service. • Establish a trusted advisor relationship to ensure satisfaction. • Utilize Intercom for customer interactions and inquiries. • Provide valuable feedback to the Product team based on client interactions.

Requirements

• BA/BS degree or equivalent in work experience 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 multitask. • Strong curiosity and desire to learn. • Ability to display good judgment. • Ability to work cross-functionally in a fast-paced environment. • Ability to handle sensitive information. • Ability to follow through on tasks until completed. • Ability to develop trusted relationships and find creative solutions. • High degree of flexibility. • High attention to detail, and does not let important details slip through the cracks. • Bias for action, operates with urgency, driven to “do” great work. • Ability to adjust course to find an effective path to reach success. • Acts without being told what to do. • Able to ask the right questions, collect and analyze information, problem-solve, and make clear, consistent decisions. • Speaks and writes clearly and articulately in various communication settings. • Thinks about and inserts the customer at all levels of decision-making to meet their needs effectively.

Benefits

• Regular full-time employees are eligible for benefits - see here. • Opportunities for growth and compelling total rewards. • Coaching and mentorship with best-in-class leaders. • Flexible, personal and connected hybrid work environment.