Customer Care Specialist I

Description: • Your Impact • Serve as a primary point of contact across phone, chat, and email, managing ~14+ conversations daily. • Use advanced troubleshooting and product knowledge to resolve complex issues with empathy and precision. • Evaluate customer needs, assess risks, and recommend solutions that improve workflows and product adoption. • Independently manage a dynamic workload while consistently meeting key performance metrics (Customer Satisfaction (CSAT), Total Resolution Time (TRT), First Contact Resolution (FCR), Quality). • Escalate appropriately while maintaining ownership and driving resolution. • Contribute to internal knowledge and continuously develop your expertise in AppFolio products and the property management industry. Requirements: • BA/BS degree or equivalent work experience. • 3+ years of professional experience in customer-facing roles; background in SaaS, property management, or technical support. • Ability to analyze information, synthesize feedback, and deliver tailored solutions in real time. • Strong written and verbal communication skills with a focus on de-escalation, active listening, and influence. • Experience working in fast-paced environments with multiple tools (Intercom, Zoom, Customer Relationship Management Software (CRMs), etc.) and shifting priorities. • A self-directed, adaptable mindset with a strong sense of accountability and commitment to continuous learning. • Must-Have Familiarity with property management workflows and accounting systems. • Strong ownership mindset with reliable attendance and accountability to team goals. • Able to manage competing priorities with professionalism, urgency, and follow-through. • Open to feedback and able to apply it constructively in a high-volume, performance-driven environment. Benefits: • The hourly wage that we reasonably expect to pay for this role is $21.30 - $26.10 per hour. • The actual 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. • Regular full-time employees are eligible for benefits – see here . • 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. Apply tot his job Apply To this Job