Experienced Associate Customer Care Representative - Investment Manager for Cloud-Based Real Estate Solutions

Introduction to AppFolio

We're AppFolio, a pioneering software company that's revolutionizing the real estate industry with innovative cloud and AI solutions. Our mission is to deliver magical experiences that make our customers' lives easier. We're a team of innovators, changemakers, and collaborators who are passionate about helping our customers succeed. We're looking for a highly motivated and customer-focused Associate Customer Care Representative - Investment Manager to join our Client Services department and help us drive growth and adoption of our Investment Manager Platform and Services.

About the Role

As an Associate Customer Care Representative - Investment Manager, you will be the face of our company, serving as the primary point of contact for our clients and providing exceptional support and guidance to ensure their success with our Investment Manager Platform and Services. You will work closely with our client base to understand their needs, provide timely and effective solutions, and build strong relationships that drive customer satisfaction and loyalty. This is an exciting opportunity to join a dynamic team and contribute to the growth and development of our company.

Key Responsibilities

• Master our Investment Manager Services through a formal onboarding program and continued learning, with an emphasis on developing extensive product knowledge
• Manage an allocated queue of customer requests, providing timely and effective solutions to ensure customer satisfaction
• Provide exceptional customer service via phone, email, and other communication channels, responding to customer inquiries and resolving issues in a professional and courteous manner
• Deliver product training to customers to increase their knowledge and adoption of our Investment Manager Services
• Maintain an organized queue of open support requests, ensuring that all issues are resolved promptly and efficiently
• Establish trusted advisor relationships with customers, providing guidance and support to ensure their success with our Investment Manager Platform and Services
• Utilize Intercom and Zoom to manage customer interactions and provide efficient face-to-face customer service
• Provide valuable feedback to our Product team based on client interactions, helping to drive product development and improvement
• Collaborate with other teams, including Sales and Marketing, to ensure a seamless customer experience and drive business growth

Qualifications and Skills

To be successful in this role, you will need to possess a unique combination of skills, experience, and personal qualities. These include:

• BA/BS degree or equivalent in work experience, with a strong foundation in customer service, sales, or a related field
• Exceptional customer relationship-building skills, with the ability to build trust and rapport with clients
• Excellent written and oral communication skills, with the ability to articulate complex ideas and solutions in a clear and concise manner
• Strong analytical capabilities, with the ability to analyze problems and develop effective solutions
• Demonstrable leadership skills, with the ability to work independently and as part of a team
• Highly organized and able to multitask, with a strong attention to detail and ability to prioritize tasks effectively
• Strong curiosity and desire to learn, with a passion for staying up-to-date with industry trends and developments
• Ability to display good judgment, with a strong sense of integrity and ethics
• Ability to work cross-functionally in a fast-paced environment, with a high degree of flexibility and adaptability

Essential Competencies

In addition to the qualifications and skills listed above, we are looking for candidates who possess the following essential competencies:

• Priority Setting & Organization: the ability to quickly sense what will help or hinder accomplishing an objective, with a high attention to detail and ability to prioritize tasks effectively
• Action Oriented & Perseverance: a bias for action, with the ability to operate with urgency and drive, and a willingness to seize opportunities and pursue them with energy and determination
• Problem Solving & Proactivity: the ability to act without being told what to do, with a willingness to bring new ideas to the table and a plan for how to best implement them
• Verbal & Written Communication: the ability to speak and write clearly and articulately, with an intuitive ability to adjust messages for the audience and bring clarity from often ambiguous circumstances
• Customer Focus: a strong customer-centric approach, with the ability to think about and insert the customer at all levels of decision-making and meeting their needs effectively

Career Growth and Development

At AppFolio, we are committed to helping our employees grow and develop in their careers. As an Associate Customer Care Representative - Investment Manager, you will have access to a range of training and development opportunities, including:

• A comprehensive onboarding program, designed to help you develop extensive product knowledge and skills
• Ongoing training and coaching, to help you continue to grow and develop in your role
• Opportunities for career advancement, with a clear path for progression and growth within the company
• A collaborative and supportive work environment, with a team of experienced professionals who are passionate about helping you succeed

Work Environment and Company Culture

At AppFolio, we pride ourselves on our dynamic and supportive work environment. Our company culture is built around a set of core values, including:

• A passion for innovation and customer satisfaction
• A commitment to teamwork and collaboration
• A focus on continuous learning and growth
• A dedication to excellence and quality in everything we do

We believe in creating a work environment that is fun, engaging, and rewarding, with a range of perks and benefits designed to support your well-being and happiness. These include:

• Flexible working hours and remote work options
• A comprehensive benefits package, including medical, dental, and vision insurance, 401(k), and paid time off
• A range of wellness programs and initiatives, designed to support your physical and mental health
• A dynamic and supportive team environment, with regular social events and activities

Compensation and Benefits

We offer a competitive hourly wage for this role, ranging from $20.50 to $25.50 per hour, depending on experience and qualifications. In addition to your base salary, you will be eligible for a range of benefits, including:

• Paid Time Off (PTO)
• Medical, dental, and vision benefits
• Long-term and short-term disability insurance
• 401(k)
• Wellness benefits

Conclusion

If you are a motivated and customer-focused individual with a passion for helping others, we encourage you to apply for this exciting opportunity. As an Associate Customer Care Representative - Investment Manager, you will have the chance to make a real difference in the lives of our customers, while also growing and developing your skills and career. Don't miss out on this opportunity to join a dynamic and innovative company that is revolutionizing the real estate industry. Apply today and take the first step towards an exciting and rewarding career with AppFolio!