Customer Care Specialist I - Payment Solutions at AppFolio in Remote

Summary: AppFolio is a technology leader in the real estate industry, aiming to empower customers through innovative solutions. The Customer Care Specialist I - Payment Solutions will be responsible for managing customer and partner inquiries, providing product training, and ensuring customer satisfaction while acting as the main point of contact for escalations. 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 Required Qualifications: - 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 - 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 Preferred Qualifications: - Property Management and/or Accounting/bookkeeping knowledge a plus - Previously experience in a Payments role/knowledge is a plus Required Skills: Technical Customer Support Nice-to-Have Skills: Resourceful, Payments knowledge, Property Management knowledge, Growth-minded