Customer Care Specialist I - Integration Partnerships - AppFolio, Inc
Dallas, TX
About the Job
Hi, We’re AppFolio
We’re innovators, changemakers, and collaborators. We’re more than just a software company – we’re pioneers in cloud and AI who deliver magical experiences that make our customers’ lives easier. We’re revolutionizing how people do business in the real estate industry, and we want your ideas, enthusiasm, and passion to help us keep innovating.
The Customer Care Specialist I - Integration Partnerships will be responsible for supporting customer inquiries related to Stack™ integrations and the syndication of their listings on third party platforms. The troubleshooting of these questions will involve internal consultation (both with colleagues on the team and product and partner managers) and communication with third party support specialists. Integration Partnerships specialists will be instrumental in translating partner requirements, limitations, and solutions to the customer and will do so effectively by consulting with confidence on the path to resolution.
Your impact
- Engage with customers by means of telephone, email, and chat to manage customer relationships and to ensure successful execution of requests pertaining to Stack™ integrations and the syndication of their available listings.Work collaboratively with customers to achieve prompt resolution.
- Drive customer success through adhering to SLA’s and other productivity standards and KPI’s.
- Develop and/or collaborate on projects for purposes of optimizing product, eliminating process inefficiencies, etc.
- Document (and maintain) resources that allow for efficient troubleshooting and process adherence.
- Engage with colleagues across departments to provide and obtain insight as it pertains to current processes/integrations or the rollout of future processes/integrations.
- Independently identify matters of urgency and effectively and promptly communicate with customers to mitigate further escalation.
Qualifications
- 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.
- Seeks out feedback and uses mistakes as a platform to learn and grow.
- Embody a positive outlook with a desire to grow; take on more responsibilities and drive initiatives.
- Ability to advise critically and confidently; strives to understand nuances of customer needs and exhausts available resources in effort to provide the most comprehensive resolution possible.
- Display professionalism while communicating with third party support specialists/representatives.
Must have
- BA/BS degree or equivalent work experience required.
Compensation & Benefits
The hourly wage that we reasonably expect to pay for this role is: $20.50 - $25.50.
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.
Regular full-time employees are eligible for benefits - see here.
Source : AppFolio, Inc