Customer Care Specialist I - Payment Support

Description
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 Are We Looking For?
We are currently hiring a Customer Care Specialist I - Payment Support to join our Client Services department. A Customer Care Specialist I - Payment Support is an instrumental role at AppFolio, assisting our customers with the support and adoption of their Value Added Services. This helps our customers run their day to day business, and helps create love for AppFolio.
By working directly with our client base you will serve as the link between AppFolio and the customer, operating as the face of our company to create AppFolio promoters within the property management industry. All Payment Support CCSs complete a formal onboarding program to develop extensive product knowledge, which is invaluable for future career opportunity at AppFolio. As a member of the Payment Support CCS team, you will have the opportunity to develop professional communication skills, improve the customer lifetime value and directly contribute to the growth of our product 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:

• Utilize Zoom to provide efficient face-to-face customer service.
• Provide timely response to customer support inquiries via phone and email.
• Enhance customer satisfaction by providing distinctive service in all interactions.
• Provide valuable feedback to Product team based on client interactions.
• Provide Value Added Services product training to increase customer product knowledge.
• Master the product through formal onboarding program and continued learning, with an emphasis in our Value Added Services.
• Utilize SalesForce to manage all customer interaction and inquiries.
• Establish a trusted advisor relationship to ensure customer satisfaction.
• Work within a small team to manage allocated queue of customer requests.
• Receive direction from Manager and guidance from fellow Payments CCSs .
• Serve as an AppFolio brand ambassador to create promoters within industry.
• Maintain organized queue of open support requests.

Skills and Knowledge:

• Strong analytical capabilities for advanced problem-solving.
• BA/BS degree required.
• Exceptional customer relationship building skills.
• Ability to handle sensitive information.
• Highly organized and strong ability to multi-task.
• Ability to follow through on tasks until completed.
• Ability to display good judgment.
• Ability to develop trusted relationships and find creative solutions.
• Demonstrable leadership skills.
• Ability to work cross-functionally in a fast-paced environment.
• Excellent written and oral communication skills.
• High degree of flexibility.
• Strong curiosity and desire to learn.

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.
Compensation & Benefits
The base hourly wage that we reasonably expect to pay for this role is: $20.50-$25.50
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:

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

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

• Wellness benefits
• Medical
• 401(k)

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 outappfolioinc.com/careers.
Why AppFolio
We ride and make waves together, with a relentless focus on building great products for the way our customers work and live today — and tomorrow. AppFolio is a destination organization where careers are made and accelerated. Here, innovation is a team sport.
Paddle as One.
Statement of Equal Opportunity
At AppFolio, we value diversity in backgrounds and perspectives and depend on it to drive our innovative culture. That’s why we’re a proud Equal Opportunity Employer, and we believe that our products, our teams, and our business are stronger because of it. This means that no matter what race, color, religion, sex, sexual orientation, gender identification, national origin, age, marital status, ancestry, physical or mental disability, or veteran status, you’re always welcome at AppFolio.