Customer Care Specialist I - Property Management

Description

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 will work directly with our customer base as the face of AppFolio. You'll empower property managers by delivering exceptional service and product support that drives customer satisfaction and retention. This is a high-impact role where you'll solve problems, provide guidance, and create promoters of our platform every single day.

Your impact

• Serve as the direct link between our customers and the AppFolio Property Manager platform.
• Master product knowledge to provide accurate, effective troubleshooting and workflow guidance.
• Manage 14+ customer conversations daily across various channels (phone, chat, email, etc.).
• Deliver top-tier service while meeting or exceeding performance metrics such as Customer Satisfaction (CSAT), First Response Time (FRT), Total Resolution Time (TRT), First Contact Resolution (FCR), and Quality.
• Flexibility to adapt to real-time support needs including prioritizing chat or phone responsibilities as needed
• Log and document customer interactions thoroughly and professionally.
• Elevate the customer experience through empathy, problem-solving, and a strong service mindset.
  
  
  

Qualifications

• BA/BS degree or equivalent work experience
• 3+ years of professional experience
• Previous customer service and/or Property Management experience with a strong service orientation
• Excellent written and verbal communication skills
• Demonstrated empathy and active listening skills
• Solid problem-solving abilities and analytical thinking
• Ability to learn quickly and work independently
• Team-oriented with a collaborative mindset
• Technically proficient and comfortable navigating multiple tools
  
  
  

Preferred Qualifications

• 1+ years of remote or hybrid work experience
• Experience with technical customer support
• Background in property management or accounting/bookkeeping
• Proven success in high-volume, queue-based environments
• Experience using platforms like Zoom, chat tools, and Customer Relationship Management (CRM) systems
• Ability to anticipate customer needs and proactively solve problems
  
  
  

Must have

• Strong customer focus and a “do whatever it takes” attitude
• High degree of flexibility and adaptability to change
• Effective time management and task prioritization
• Clear and concise communication across all channels
• Ability to meet and maintain performance goals in a fast-paced environment
• Willingness to receive feedback and continuously improve
• Comfort working in a structured, queue-based support role
• Schedule flexibility, including during high-volume periods or shift adjustments
  
  
  Compensation & Benefits
  
  The base salary/hourly wage that we reasonably expect to pay for this role is: $21.30 - $26.10 per hour