$23-$30/Hr., Computer Provided – Work at Home Customer Care Representatives Needed

by Chris Durst      April 27, 2023

AppFolio has posted openings for work from home Customer Care Representatives.

The hourly base pay for this role is $23-$30. The company also offers an attractive benefits package.

No state hiring exclusions are noted in the job posting.

As no computer specs have been noted in the job post, it is assumed the company will provide a computer for the work to be performed. But that’s not official.

Here’s what the company has to say about the openings:

We are currently hiring Customer Care Representatives (CCR) to join our team of superstars in the mission of supporting AppFolio Property Manager. A CCR is one of the most important roles at AppFolio and any successful SaaS business as it directly impacts customers’ lifetime happiness and retention. By providing distinctive service and product assistance, our CCRs help our customers run a better business using our business management and accounting software. Learn more about who we are at https://www.appfolio.com/care.

A variety of traits can make a candidate successful in the CCR role, and it is important for our team to contain a diverse mix of skills and perspectives. Analytical problem solving skills are core to a CCR’s ability to master our product and troubleshoot complex customer issues, but a strong customer service mindset should push a CCR to explore all avenues to get personalized solutions to our customers.

By working directly with our customer base you will serve as the link between AppFolio Property Manager and the customer, operating as the face of our company to create AppFolio promoters. All CCRs complete a formal onboarding program to develop extensive product knowledge, which creates a unique foundation for future career opportunities at AppFolio. As a member of the CCR team, you will have the opportunity to develop professional communication skills, improve the customer lifetime value, and directly contribute to the growth of our products and company.

A fully onboarded Customer Care Representative (someone who has been in the role for 6-12 months) should be capable of all of the following:

• Create effortless, joyful, and personalized customer experiences that inspire our customers and their communities to win.
• Become an expert in AppFolio Property Manager features, best practices, and common workflows.
• Handle 15+ mixed weighted difficulty requests in a full day in their queue.
• Can achieve at least 35 replies by email, phone, and balance time for troubleshooting advanced issues and deeper client engagements via Zoom.
• Maintain core KPIs: CSAT of 90+, Average response time of <2 hours, Average 5 Chats per hour, 65%+ of Cases closed <24 Hours.

This is the ideal position for motivated individuals with a genuine interest in helping others, a strong desire to learn, and advanced attention to detail.

What You’ll Do:

• Master the AppFolio Property Manager product through our formal onboarding program and continued learning.
• Work within a small team to manage an allocated queue of customer requests.
• Provide timely responses to customer support inquiries via phone, email, chat, & virtual meetings.
• Maintain an organized queue of open support requests.
• Provide product training to increase customer product knowledge.
• Enhance customer satisfaction by providing distinctive service in all interactions.
• Establish a trusted advisor relationship to ensure customer satisfaction.
• Utilize SalesForce to manage all customer interaction and inquiries.
• Utilize Zoom to provide efficient face-to-face customer service.
• Understand product roadmap of future updates to better handle client requests.
• Provide valuable feedback to the Product team based on client interactions.
• Collaborate with internal teams to mitigate risk and reduce customer churn.
• Receive direction from Manager and guidance from fellow CCRs .
• Serve as an AppFolio brand ambassador to create promoters within the industry.
• Represent the Client Services department at offsite & virtual meetups with customers and prospects.
• Assist in the building out of customer-facing Help Resources, including help articles, tutorials, videos and FAQs.

What You Bring:

• BA/BS degree or equivalent work experience
• Strong curiosity and desire to learn
• Exceptional customer relationship building skills
• Excellent written and oral communication skills
• Strong analytical capabilities for advanced problem-solving
• AppFolio Property Management software knowledge preferred
• Property Management industry knowledge preferred
• 1+ years of experience working in a remote position preferred
• Accounting/bookkeeping knowledge preferred
• Demonstrable leadership skills
• Highly organized and strong ability to multitask
• Can demonstrate familiarity with multiple popular SaaS apps. (e.g. Salesforce/Slack/GSuite/Zoom)
• Ability to display good judgment
• Ability to work cross-functionally in a fast-paced environment
• Ability to follow through on tasks until completed
• Ability to develop trusted relationships and find creative solutions
• Ability to work independently with minimal supervision
• High degree of flexibility and effective time management

Compensation & Benefits

The base hourly wage that we reasonably expect to pay for this role is: $23.00-$30.00

The actual base 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 including but not limited to:

• Paid Time Off (PTO)
• Medical, dental, and vision benefits
• Long-term and short-term disability insurance
• 401(k)
• Wellness benefits

Interns / full-time temporary / eligible variable hour employees are eligible for benefits including but not limited to:

• Medical
• 401(k)
• Wellness benefits

CLICK HERE for full details and to apply. For more jobs like these, check our Newest Jobs & Gigs page. To be the first to hear about jobs like these, like our Facebook page. May you be working from home soon!

PLEASE SHARE this post – turn your friends into Rat Race Rebels!

The post $23-$30/Hr., Computer Provided – Work at Home Customer Care Representatives Needed appeared first on Work From Home Jobs by Rat Race Rebellion.

* This article was originally published here