Customer Care Specialist - Payment Support

2 days ago

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AppFolio

WebsiteLinkedInAll Job Openings

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

1001 - 5000

💰 Venture Round on 2013-11

Description

• The Customer Care Specialist I - Payment Solutions will work directly with our customer base and payment partners. • Serve as the link between AppFolio Property Manager, the customer, and our partners, operating as the face of our company to create AppFolio promoters. • This position is one of the most important roles at AppFolio and any successful SaaS business as it directly impacts customers’ lifetime happiness, retention, and compliance with payment processing standards. • By providing distinctive service and product assistance, and efficiently managing and addressing risks, our CCSs help our customers run a better business using our business management and accounting software. • Work within a small team to manage an allocated queue of customer and partner requests. • Provide timely responses to customer support and partner inquiries via phone and email. • Provide Value Added Services product training to increase customer product knowledge. • Maintain an organized queue of open support requests. • Maintain consistent procedural alignment across Risk, Payment Operations, and third-party vendors. • Act as the main point of contact for escalations for internal teams and external payment partners. • Establish a trusted advisor relationship to ensure customer satisfaction and policy adherence. • Utilize SalesForce and Intercom (as applicable) to manage all customer interactions and inquiries. • Utilize Zoom to provide efficient face-to-face customer service. • Provide valuable feedback to the Product team based on client interactions. • Receive direction from Manager and guidance from fellow Payments CCSs. • Serve as an AppFolio brand ambassador to create promoters within the industry. • Drive success by utilizing excellent judgment and decision-making ability, complex problem-solving, and excellent communication/writing skills.

Requirements

• Must have Bachelor’s Degree or relevant work experience. • 1+ years of remote/hybrid work experience. • Long-term experience in a customer-facing role within Compliance, Payments, Risk, Fraud, or Fintech providing direct customer service and demonstrating growth through consistent top performance. • Ability to effectively manage multiple tasks with response time expectations in mind. • Organized and effective in task and queue management. • Able to communicate clearly and concisely with team, manager, and customers via phone, chat, and email. • Embody an incredibly positive outlook with a desire to grow, take on more responsibilities, and drive initiatives. • Ability to advise critically and confidently; strives to understand nuances of customer needs and exhausts available resources in an effort to provide the most comprehensive resolution possible. • Technical Customer Support experience in a queue-based environment. • Property Management and/or Accounting/bookkeeping knowledge a plus.

Benefits

• Regular full-time employees are eligible for benefits - see here.