Billing Service Representative

AppFolio Property Manager is a powerful cloud-based property management software that allows apartment, residential, commercial, student housing, and community association property managers to more effectively market, manage and grow their business.

AppFolio is recruiting a Billing Service Representative that will support our growing customer base by answering billing/contract inquiries as well as payment processing. This role will be active in making changes in our customer billing system based on company guidelines and customer requests.

• Field a high volume of in­bound calls and emails and assess customer needs
• Handle incoming customer calls with the intent of providing exceptional customer satisfaction and retention
• Review customer inquiries, problems, requests and suggestions; determines appropriate solutions and/or responses
• Distribute calls when necessary to other resources to ensure customers needs are handled in a timely fashion
• Contact customers to discuss outstanding invoices and collect payment.
• Make billing adjustments and records interactions in the CRM

• 2­+ years of experience in customer service and/or general office duties
• Intermediate level knowledge of Salesforce or other CRM system
• Excellent verbal and written communication skills
• Proven ability to multi­-task in a quick­-paced environment
• Ability to empathize with and prioritize customer needs.
• Works well independently or as part of a collaborative team
• Exceptional interpersonal skills (via phone and written)
• Experience with conflict resolution
• Ability to determine customer needs and provide appropriate solutions.
• Bachelor's degree desired