Customer Care Specialist I - IM - AppFolio, Inc

• Master the product through a formal onboarding program and continued learning, with an emphasis in our Investment Manager Services.
• Work within a small team to manage an allocated queue of customer requests.
• Provide timely responses to customer support inquiries via phone and email.
• Provide Investment Manager Services product training to increase customer product knowledge.
• Maintain an organized queue of open support requests.
• Enhance customer satisfaction by providing distinctive service in all interactions.
• Establish a trusted advisor relationship to ensure customer satisfaction.
• Utilize Intercom 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 your Manager and guidance from fellow Investment Manager CCRs.
• Serve as an AppFolio brand ambassador to create promoters within the industry.

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

• Priority Setting & Organization: Can quickly sense what will help or hinder accomplishing an objective. High attention to detail, and does not let important details slip through the cracks.
• Action Oriented & Perseverance: Bias for action, operates with urgency, driven to “do” great work. Seizes more opportunities than others. Pursues everything with energy, drive, and a need to finish, even when faced with setbacks. Ability to adjust course to find an effective path to reach success.
• Problem Solving & Proactivity: Acts without being told what to do. Brings new ideas to the table with a plan for how to best implement them.  Able to ask the right questions, collect and analyze information, problem-solve, and make clear, consistent decisions. 
• Verbal & Written Communication: Speaks and writes clearly and articulately in a variety of communication settings and styles with an intuitive ability to adjust messages for the audience. Ability to bring clarity from often ambiguous circumstances and provide clear communication.
• Customer Focus: Thinks about and inserts the customer at all levels of decision-making and meeting their needs effectively.  Elevates the customer experience in all decision-making.

Regular full-time employees are eligible for benefits including but not limited to: 

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