Smart Maintenance Agent

Description

Hi, We’re AppFolio

We’re innovators, changemakers, and collaborators. We’re more than just a software company – we’re pioneers in cloud and AI who deliver magical experiences that make our customers’ lives easier. We’re revolutionizing how people do business in the real estate industry, and we want your ideas, enthusiasm, and passion to help us keep innovating.

Smart Maintenance Agents assist in providing an elevated experience to customers by communicating professionally with Property Managers, residents, and their partners. Aspects include clarifying resident requests, dispatching vendors, notifying Property Managers of issues, and communicating with the resident based on account notes both via email and phone. Other responsibilities include providing feedback on process changes, queue trends and communicating effectively with managers and peers.

Your impact

Responsible for actioning maintenance work orders for tenants of our Property Management customers.
Clarify requests with tenants to understand the correct issue and severity.
Use critical thinking skills to make judgment calls on how a request is actioned, sometimes working outside of a defined set of rules.
Deliver needed information to leadership regarding process changes and system feedback.
Demonstrates effective/professional written and verbal communication skills.
Is customer-focused and willing to go the extra mile to ensure we are doing the right things for our business, customers, and teammates.
Adjusting to support our text and online maintenance queues when needed.

Qualifications

Have the desire, drive, and proven ability to set and achieve proactive goals.
Willingness to work flexible hours as our service center operates 24/7, 365 days a year, including holidays and weekends.
Strong comprehensive skills to understand and diagnose an issue.
A simple, friendly, and authentic way of business writing and speaking that comes across as honest, helpful, and concise.
Ability to implement feedback from and deliver feedback to leadership.
A strong work ethic.
A keen attention to detail.
Ability to quickly grasp concepts, and ideas and thrive in a fast-paced environment.
Spanish language skills are a plus.

Must have

Experience in remote customer service, help desk, or similar roles.
1-2 years prior experience in a contact center environment.
Dedicated space for remote home office use.
Internal applicants: minimum 90 days meeting or exceeding performance metrics.

Compensation & Benefits

The hourly wage that we reasonably expect to pay for this role is: $18 - $22 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.

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.