[Remote] Customer Care Specialist I - Payment Solutions

Note: The job is a remote job and is open to candidates in USA. AppFolio is a technology leader in the real estate industry, seeking a Customer Care Specialist I - Payment Solutions to enhance customer satisfaction and engagement. This role involves managing customer interactions, providing product training, and acting as a liaison between customers and payment partners to ensure compliance and support.

Responsibilities

• 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

Skills

• 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

Company Overview

Company H1B Sponsorship