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About the position
The Customer Care Specialist I - Payment Solutions at AppFolio plays a crucial role in enhancing customer satisfaction and retention by serving as the primary point of contact between the company, its customers, and payment partners. This position involves mastering AppFolio's payment products, providing exceptional service, and ensuring compliance with payment processing standards. The specialist will work within a team to manage customer inquiries, provide product training, and act as a brand ambassador, ultimately driving success through effective communication and problem-solving skills.
Responsibilities
- Master AppFolio's payment product through onboarding and continued learning.
- Manage an allocated queue of customer and partner requests.
- Provide timely responses to customer support and partner inquiries via phone and email.
- Deliver Value Added Services product training to enhance customer knowledge.
- Maintain an organized queue of open support requests.
- Ensure 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 to manage customer interactions and inquiries.
- Use Zoom for face-to-face customer service.
- Provide valuable feedback to the Product team based on client interactions.
- Receive direction from the Manager and guidance from fellow Payments CCSs.
- Serve as an AppFolio brand ambassador to create promoters within the industry.
Requirements
- 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.
- Technical Customer Support experience in a queue-based environment.
- Ability to effectively manage multiple tasks with response time expectations.
Nice-to-haves
- Property Management and/or Accounting/bookkeeping knowledge.
Benefits
- Competitive salary range of $21.30 - $26.10 per hour.
- Eligibility for additional benefits and bonuses based on role and employment type.
