What are the responsibilities and job description for the Customer Care Specialist I - Leasing and Maintenance Services position at AppFolio?
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.
As a Customer Care Specialist I on the Leasing and Maintenance Services team, you will create unforgettable client experiences by providing expert-level support across our cutting-edge agentic AI and CRM platforms. This specialized role leverages deep knowledge of the Leasing Performer, Maintenance Performer, LISA, and Leasing CRM to produce quality interactions, increase retention, and build vital customer relationships.
This requires a keen ability to navigate both routine and complex issues that arise throughout the customer lifecycle as they utilize our value-added services and transition from legacy products to the next generation of AppFolio Realm. We transform these challenges into distilled, presentable solutions and action plans, driving operational outcomes, saving our customers’ time, and helping them scale their businesses efficiently.
Your Impact
The base salary/hourly wage that we reasonably expect to pay for this role is: $24.04 per hour
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
About AppFolio
AppFolio is the technology leader powering the future of the real estate industry. Our innovative platform and trusted partnership enable our customers to connect communities, increase operational efficiency, and grow their business. For more information about AppFolio, visit appfolio.com.
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.
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.
As a Customer Care Specialist I on the Leasing and Maintenance Services team, you will create unforgettable client experiences by providing expert-level support across our cutting-edge agentic AI and CRM platforms. This specialized role leverages deep knowledge of the Leasing Performer, Maintenance Performer, LISA, and Leasing CRM to produce quality interactions, increase retention, and build vital customer relationships.
This requires a keen ability to navigate both routine and complex issues that arise throughout the customer lifecycle as they utilize our value-added services and transition from legacy products to the next generation of AppFolio Realm. We transform these challenges into distilled, presentable solutions and action plans, driving operational outcomes, saving our customers’ time, and helping them scale their businesses efficiently.
Your Impact
- Work with a team of highly knowledgeable product experts to collaborate and resolve a variety of inbound client inquiries.
- Provide specialized care to our client base while maintaining and exceeding pre-determined OKR.
- Develop precise action plans when clients feel services are lacking or under performing. We maintain professionalism through every instance of client-facing communication (both written and verbal).
- Utilize multiple software platforms to retrieve and analyze data. This research is documented and presented to both internal and external parties for review and discussion.
- BA/BS degree or equivalent work experience.
- 1 years of experience in a customer facing role.
- Experience using Salesforce or other CRM platforms.
- A results-driven attitude paired with a flexible and adaptable approach, asking curious open-ended questions to achieve resolution in the face of ambiguity and nuance.
- A willingness to go above and beyond for both our customers and colleagues, prepared to engage with a positive outlook.
- Experience in managing a busy caseload by leveraging time management and prioritization awareness.
- Extreme attention to detail that promotes consistency, trackability and transparency.
- Persistent, professional and friendly written and verbal communication.
The base salary/hourly wage that we reasonably expect to pay for this role is: $24.04 per hour
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
About AppFolio
AppFolio is the technology leader powering the future of the real estate industry. Our innovative platform and trusted partnership enable our customers to connect communities, increase operational efficiency, and grow their business. For more information about AppFolio, visit appfolio.com.
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.
Salary : $24