Job title: Customer Care Specialist I – Websites
Company: AppFolio
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Job description: At AppFolio, we paddle as one. We ride and make waves together, with a relentless focus on building great products for the way our customers work and live today – and tomorrow. AppFolio is a destination organization where careers are made and accelerated. Here, innovation is a team sport.
The Customer Care Specialist – Websites consistently contributes to the Website Services Team’s response time and backlog goals by managing website service requests. This includes proactively owning, completing, responding to and escalating these requests when necessary. They are autonomous in their daily workflow and are able to seamlessly jump between task oriented work and other ongoing projects.
The Customer Care Specialist – Websites communicates effectively with customers about requested changes to their website. They confidently provide guidance and best practice recommendations regarding the customer’s website request and related technologies which include Search Engine Optimization (SEO), web accessibility, web design, the domain name system (DNS) and their AppFolio database.
Your impact
Engage with customers by means of telephone, email, and chat to manage customer relationships and to ensure successful execution of requests pertaining to AppFolio hosted websites.
Assist in defining project deliverables, setting schedules and resolving website content and technical issues.
Identify and clarify issues while working collaboratively with customers to achieve prompt resolution.
Advise on website content/requests as needed, including proofreading copy for quality and accuracy, and ensuring adherence to style guidelines, technical specifications, and accessibility standards.
Develop and/or collaborate on projects for purposes of optimizing product, eliminating process inefficiencies, etc.
Engage with colleagues across departments to provide insight and guidance on all aspects of AppFolio hosted websites.
Receive direction from Manager and other Customer Care Leaders, and guidance from fellow Websites Support CCS’s.
Qualifications
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.
Seeks out feedback and uses mistakes as a platform to learn and grow.
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 effort to provide the most comprehensive resolution possible.
Basic understanding/proficiency in concepts such DNS, SEO, accessibility and general web development best practices.
Must have
BA/BS degree or equivalent work experience required.
Compensation & Benefits
The hourly wage that we reasonably expect to pay for this role is: $20.50 – $25.50 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 – .
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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.
Expected salary: $20.5 – 25.5 per hour
Location: USA
Job date: Sun, 29 Oct 2023 07:25:10 GMT
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