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Customer Care Representative

3 months ago

Dallas, Texas, United States AppFolio Full time

** Customer Care Representative**

Customer Care Dallas, Texas

**Description**

**Hi, Were AppFolio.**

Were innovators, changemakers, and collaborators. Were more than just a software company were a cloud-based powerhouse that creates products to make our customers lives easier. Were 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 ****.

**Who we are looking for:**

**Customer Care Representative - AppFolio Property Manager**

We are currently hiring Customer Care Representatives (CCR) to join our Customer Care departments with the AppFolio product. A Customer Care Representative is one of the most important roles at AppFolio and amongst successful SaaS businesses, as it directly impacts customers lifetime happiness and retention. The purpose of a CCR is to bolster customer relationships by providing distinctive service and product assistance. This helps the customer find value in our product and creates love for our company.

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

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:**

Master the product through our formal onboarding program and continued learning.

Work within a small team to manage allocated queue of customer requests.

Provide timely response to customer support inquiries via phone and email.

Provide product training to increase customer product knowledge.

Maintain 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 SalesForce to manage all customer interaction and inquiries.

Utilize Zoom to provide efficient face-to-face customer service.

Understand product roadmap of future updates to better handle client requests.

Provide valuable feedback to Product team based on client interactions.

Collaborate with internal teams to mitigate risk and reduce customer churn.

Receive direction from Manager and guidance from fellow CCRs .

Serve as an AppFolio brand ambassador to create promoters within industry.

Represent Services department at offsite meetups with customers and prospects.

Assist in building out customer facing Help Resources, including help articles, tutorials, videos and FAQs.

**Skills and Knowledge:**

BA/BS degree or equivalent work experience

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 multi-task

Strong curiosity and desire to learn

Ability to display good judgment

Ability to work cross-functionally in a fast-paced environment

Ability to follow through on tasks until completed

Ability to develop trusted relationships and find creative solutions

High degree of flexibility

Accounting knowledge preferred but not required

Property Management knowledge preferred but not required (*AppFolio Property Management specific*)

If you are interested in joining the Customer Care team to directly contribute to the growth of AppFolio, apply today

**AppFolio Benefits & Perks**

We've got you covered with comprehensive medical, dental, vision coverage, and 401(k) Retirement Plan with AppFolio matching contribution

Refresh and recharge with 21 days Paid Time Off and 8 Company Holidays

Grow your career with challenging and meaningful work, all while making an impact and honing your talent

Become a part of a diverse, supportive and tight-knit team that values ownership and innovation

Celebrate wins and milestones with your team and build each other up for success

Get to know AppFolians outside of your team and gain experience through the Give Back Committee, book clubs, volleyball leagues, AppFolio Learns, and much more

**Our Story**

AppFolio ( 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 .

***Statement of Equal Opportunity***

*At AppFolio, we value diversity in backgrounds and perspectives and depend on it to drive our innovative culture. Thats why were 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, youre always welcome at AppFolio.*

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