Concierge - LiveEasy

Description

AppFolio is more than a company. We’re a community of dreamers, big thinkers, problem solvers, active listeners, and multipliers. At every opportunity, we set the pace while delivering innovation built to carry real estate into the future. One in which every experience feels effortless, yet meaningful. Where customers are empowered to take on any opportunity. We show up as one team, connected by our values to be a force for good. Because together, we have the power to create extraordinary outcomes for our customers, our communities, and ourselves.

LiveEasy by AppFolio is changing the way homeowners and renters manage their move and their homes. We’re a service-first software guiding renters and homeowners through their journey while building solutions for our partners, helping them stay engaged with their clients beyond the transaction.

The Concierge - LiveEasy (an Inbound Sales Representative) serves as the primary point of contact for our customers, providing exceptional support throughout their moving journey. This role involves assisting homeowners with personalized services, managing various requests, and ensuring a seamless experience by coordinating resources, services, and information. The Concierge - LiveEasy is a trusted advisor who anticipates needs, offers solutions, and ensures customer satisfaction from start to finish. This sales role is onsite (10am-7pm EST), paid hourly, and is eligible for tier-based commission. 
 

Your impact 

• Serve as the main point of contact for homeowners during the moving process.
• Provide personalized guidance on services, including moving assistance, utility setups, home services, and more.
• Proactively reach out to clients to ensure their needs are met and to offer support throughout their transition.
• Coordinate with vendors and service providers to arrange necessary home services, utilities, and other moving-related needs.
• Track and manage client requests, ensuring timely and accurate follow-through.
• Address customer inquiries and resolve issues promptly, escalating complex matters to management when necessary.
• Offer creative solutions to resolve challenges that may arise during the moving process.
• Maintain accurate customer records and track all interactions in the company's CRM system.
• Provide clients with relevant information about their new home, community, and available services.
• Identify opportunities to upsell or cross-sell additional services that can enhance the homeowner’s moving experience.
• Monitor customer satisfaction throughout the process and implement measures to ensure a positive experience.
• Conduct follow-ups after the move to address any remaining needs and to gather feedback.

Qualifications 

• Ability to understand and anticipate client needs, providing personalized and empathetic service.
• Strong verbal and written communication skills, with the ability to explain complex details clearly and concisely.
• Ability to manage multiple tasks, vendors, and timelines simultaneously while maintaining a high level of accuracy.
• Effective at resolving issues and offering creative solutions to meet customer needs.
• Excellent attention to detail when coordinating services and managing customer information.
• Ability to identify upsell and cross-sell opportunities to enhance the customer experience.

Must have

• The ability to work a 10am-7pm Eastern schedule onsite at our Columbus location.
• High school diploma or equivalent (required); customer service, or related field (preferred).
• 2+ years of experience in customer service or concierge roles.
• Experience with CRM systems and service coordination.
• Strong problem-solving and multitasking abilities.
• Ability to work in a fast-paced environment.

Location

Find out more about our locations by visiting our site.

Compensation & Benefits

The base hourly wage that we reasonably expect to pay for this role is: $18 plus tier-based commission.

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.

About AppFolio

AppFolio is the technology leader powering the future of the real estate industry. Our innovative platform and trusted partnership enable our customers to connect communities, increase operational efficiency, and grow their business. For more information about AppFolio, visit appfolio.com.

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.