Customer Care Remote, United States

Description

What we’re looking for

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 how people do business, and we want your ideas, enthusiasm, and passion to help us keep innovating.

The Customer Care Specialist I will create unforgettable client experiences by providing expert-level support to our customers. This is a specialized role that leverages knowledge of a specific product to produce quality interactions, increase retention, and build vital customer relationships. This requires a keen ability to navigate both routine and complex issues that arise throughout our customers’ lifecycle enrolled in Maintenance Services. We transform these challenges into distilled, presentable solutions and action plans, driving value, saving our customer’s time and money!

Your impact

Work with a team of highly knowledgeable product experts to collaborate and resolve a variety of inbound client inquiries.
Provide specialized care to our client base while maintaining and exceeding pre-determined OKR.
Develop precise action plans when clients feel services are lacking or underperforming. We maintain professionalism through every instance of client-facing communication (both written and verbal).
Utilize multiple software platforms to retrieve and analyze data. This research is documented and presented to both internal and external parties for review and discussion.

Qualifications

1+ years of experience in a customer-facing role.
Experience using Salesforce or other CRM platforms.

Must have

A results-driven attitude paired with a flexible and adaptable approach, asking curious open-ended questions to achieve resolution in the face of ambiguity and nuance.
A willingness to go above and beyond for both our customers and colleagues, prepared to engage with a positive outlook.
Experience in managing a busy caseload by leveraging time management and prioritization awareness.
Extreme attention to detail that promotes consistency, trackability, and transparency.
Persistent, professional, and friendly written and verbal communication.

Compensation & Benefits

The base salary/hourly wage that we reasonably expect to pay for this role is: $24.04 per hour

The actual base salary/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.

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.

Paddle as One.

Why AppFolio

Grow | We enable a culture of high performance, where delivering results is recognized by opportunities for growth and compelling total rewards. Our challenging and meaningful work drive the growth of our business, and ourselves.

Learn | We partner with you to realize your potential by investing in you from the start. We're cultivating a team of big thinkers through coaching and mentorship with our best-in-class leaders, and giving you the time and tools to develop your skills.

Impact | We are creating a world where living in, investing in, managing, and supporting communities feels magical and effortless, freeing people to thrive. We do this by innovating with purpose while cultivating a culture of impact. We learn as much from each other as we do our customers and our communities.

Connect | We excel at hybrid work by fostering an environment that feels flexible, personal and connected, no matter where we are. We create space to fuel innovation and collaboration, and we come together to celebrate, connect, and succeed.

Paddle as One.

Learn more at appfolio.com/company/careers

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.

AppFolio

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