Customer Care Specialist

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

• Master the AppFolio’s payment product through a formal onboarding program and continued learning • 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. • 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. • Provide valuable feedback to the Product team based on client interactions. • Serve as an AppFolio brand ambassador to create promoters within the industry.

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. • Ability to handle sensitive information. • 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.