Customer Care Specialist I - Payment Solutions

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.

The Customer Care Specialist I - Payment Solutions will work directly with our customer base and payment partners. You will serve as the link between AppFolio Property Manager, the customer, and our partners, operating as the face of our company to create AppFolio promoters. This position is one of the most important roles at AppFolio and any successful SaaS business as it directly impacts customers’ lifetime happiness, retention, and compliance with payment processing standards. By providing distinctive service and product assistance, and efficiently managing and addressing risks, our CCSs help our customers run a better business using our business management and accounting software.

Your impact 

• Master the AppFolio’s payment product through a formal onboarding program and continued learning, with an emphasis in our Value Added Services.
• Work within a small team to manage an allocated queue of customer and partner requests.
• Provide timely responses to customer support and partner inquiries via phone and email.
• Provide Value Added Services product training to increase customer product knowledge.
• Maintain an organized queue of open support requests.
• Maintain consistent procedural alignment across Risk, Payment Operations, and third-party vendors. Act as the main point of contact for escalations for internal teams and external payment partners. 
• Establish a trusted advisor relationship to ensure customer satisfaction and policy adherence.
• Utilize SalesForce and Intercom (as applicable) 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 Manager and guidance from fellow Payments CCSs .
• Serve as an AppFolio brand ambassador to create promoters within the industry.
• Drive success by utilizing excellent judgment and decision-making ability, complex problem-solving, and excellent communication/writing skills

Qualifications 

• Creative problem solving - able to use creativity and curiosity as tools to pick apart any problem, producing a solution which is relevant and realistic. Strong analytical capabilities for advanced problem-solving.
• Customer focus – understand needs of our customers as well as cross-departmental associates and strive to delight at each touchpoint and level of interaction. Exceptional customer relationship-building skills.
• Attention to detail – appropriately checks all work for errors and does not let important details slip. Highly organized and strong ability to multitask. Ability to handle sensitive information.
• Proactivity – takes action without being told what to do at each step; generates novel ideas and processes to drive the business and team forward.
• Growth-minded – has a desire to learn and improve in all areas related to work, but also has a strong desire to branch out and learn new skills that may apply to current or future tasks.
• Resourceful – able to find tools and resources to get the job done with minimal guidance.
• Collaboration - build rapport and collaborate with peers and key stakeholders as appropriate. Ability to work cross-functionally in a fast-paced environment.

Must have

• Bachelor’s Degree or relevant work experience.
• 1+ years of remote/hybrid work experience.     
• Long-term experience in a customer-facing role within Compliance, Payments, Risk, Fraud, or Fintech providing direct customer service and demonstrating growth through consistent top performance.  
• 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.      
• Embody an incredibly 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 an effort to provide the most comprehensive resolution possible.         
• Technical Customer Support experience in a queue-based environment.      
• Property Management and/or Accounting/bookkeeping knowledge a plus. 
• Previously experience in a Payments role/knowledge is a plus.   

Compensation & Benefits

The base salary/hourly wage that we reasonably expect to pay for this role is: $21.30 - 26.10

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.