AppFolio is more than a company. We’re a community of dreamers, big thinkers, problem solvers, active listeners, and multipliers. At every opportunity, we set the pace while delivering innovation built to carry real estate into the future. One in which every experience feels effortless, yet meaningful. Where customers are empowered to take on any opportunity. We show up as one team, connected by our values to be a force for good. Because together, we have the power to create extraordinary outcomes for our customers, our communities, and ourselves.
As a Customer Care Specialist I on the Leasing and Maintenance Services team, you will create unforgettable client experiences by providing expert-level support across our cutting-edge agentic AI and CRM platforms. This specialized role leverages deep knowledge of the Leasing Performer, Maintenance Performer, LISA, and Leasing CRM 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 the customer lifecycle as they utilize our value-added services and transition from legacy products to the next generation of AppFolio Realm. We transform these challenges into distilled, presentable solutions and action plans, driving operational outcomes, saving our customers’ time, and helping them scale their businesses efficiently.
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 under performing. 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
- BA/BS degree or equivalent work experience.
- 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.
Regular full-time employees are eligible for benefits - see here
