Customer Care Representative - Appfolio Property Manager

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 team of superstars in the mission of supporting AppFolio Property Manager. A CCR is one of the most important roles at AppFolio and any successful SaaS business as it directly impacts customers’ lifetime happiness and retention. By providing distinctive service and product assistance, our CCRs help our customers run a better business using our business management and accounting software. Learn more about who we are at https://www.appfolio.com/care.

A variety of traits can make a candidate successful in the CCR role, and it is important for our team to contain a diverse mix of skills and perspectives. Analytical problem solving skills are core to a CCR’s ability to master our product and troubleshoot complex customer issues, but a strong customer service mindset should push a CCR to explore all avenues to get personalized solutions to our customers.

By working directly with our customer base you will serve as the link between AppFolio Property Manager and the customer, operating as the face of our company to create AppFolio promoters. All CCRs complete a formal onboarding program to develop extensive product knowledge, which creates a unique foundation 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.

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

• Create effortless, joyful, and personalized customer experiences that inspire our customers and their communities to win.
• Become an expert in AppFolio Property Manager features, best practices, and common workflows.
• Handle 15+ mixed weighted difficulty requests in a full day in their queue.
• Maintain core KPIs: CSAT of 90+, Average response time of <2 hours, Average 5 Chats per hour, 65%+ of Cases closed <24 Hours.
• Can achieve at least 35 replies by email, phone, and balance time for troubleshooting advanced issues and deeper client engagements via Zoom.

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.

What You’ll Do:

• Maintain an organized queue of open support requests.
• Utilize Zoom to provide efficient face-to-face customer service.
• Receive direction from Manager and guidance from fellow CCRs .
• Provide timely responses to customer support inquiries via phone, email, chat, & virtual meetings.
• Collaborate with internal teams to mitigate risk and reduce customer churn.
• Establish a trusted advisor relationship to ensure customer satisfaction.
• Work within a small team to manage an allocated queue of customer requests.
• Utilize SalesForce to manage all customer interaction and inquiries.
• Provide valuable feedback to the Product team based on client interactions.
• Enhance customer satisfaction by providing distinctive service in all interactions.
• Represent the Client Services department at offsite & virtual meetups with customers and prospects.
• Understand product roadmap of future updates to better handle client requests.
• Assist in the building out of customer-facing Help Resources, including help articles, tutorials, videos and FAQs.
• Serve as an AppFolio brand ambassador to create promoters within the industry.
• Provide product training to increase customer product knowledge.
• Master the AppFolio Property Manager product through our formal onboarding program and continued learning.

What You Bring:

• Ability to develop trusted relationships and find creative solutions
• High degree of flexibility and effective time management
• Ability to work independently with minimal supervision
• 1+ years of experience working in a remote position preferred
• Excellent written and oral communication skills
• Ability to display good judgment
• Accounting/bookkeeping knowledge preferred
• Ability to follow through on tasks until completed
• Ability to work cross-functionally in a fast-paced environment
• Demonstrable leadership skills
• Highly organized and strong ability to multitask
• AppFolio Property Management software knowledge preferred
• BA/BS degree or equivalent work experience
• Strong curiosity and desire to learn
• Can demonstrate familiarity with multiple popular SaaS apps. (e.g. Salesforce/Slack/GSuite/Zoom)
• Property Management industry knowledge preferred
• Strong analytical capabilities for advanced problem-solving
• Exceptional customer relationship building skills

Compensation & Benefits

The base hourly wage that we reasonably expect to pay for this role is: $23.00-$30.00

The actual base hourly wage for this role will be determined by a variety of factors, including but not limited to: the candidate’s skills, education, experience, etc.

Please note that base pay is one important aspect of a compelling Total Rewards package. The base pay range indicated here does not include any additional benefits or bonuses/commissions that you may be eligible for based on your role and/or employment type.
Regular full-time employees are eligible for benefits including but not limited to:

• 401(k)
• Paid Time Off (PTO)
• Medical, dental, and vision benefits
• Long-term and short-term disability insurance
• Wellness benefits

Interns / full-time temporary / eligible variable hour employees are eligible for benefits including but not limited to:

• Wellness benefits
• Medical
• 401(k)

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.