Description

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.

Why AppFolio

Grow | We enable a culture of high performance, where delivering results is recognized by opportunities for growth and compelling total rewards. Our challenging and meaningful work drive the growth of our business, and ourselves.

Learn | We partner with you to realize your potential by investing in you from the start. We're cultivating a team of big thinkers through coaching and mentorship with our best-in-class leaders, and giving you the time and tools to develop your skills.

Impact | We are creating a world where living in, investing in, managing, and supporting communities feels magical and effortless, freeing people to thrive. We do this by innovating with purpose while cultivating a culture of impact. We learn as much from each other as we do our customers and our communities.

Connect | We excel at hybrid work by fostering an environment that feels flexible, personal and connected, no matter where we are. We create space to fuel innovation and collaboration, and we come together to celebrate, connect, and succeed.

Paddle as One.

Learn more at appfolio.com/company/careers

Statement of Equal Opportunity

At AppFolio, we value diversity in backgrounds and perspectives and depend on it to drive our innovative culture. That's why we're 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, you're always welcome at AppFolio.

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