Associate Consumer Relations Specialist

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.

The Consumer Relations Specialist takes a lead role in handling consumer inquiries and disputes and working with our partners to resolve any issues with screening reports. Ideal candidates have a passion for customer satisfaction, an affinity for detail, possess a record of independent action and excellent judgment and understand the importance and impact of working in a highly regulated environment.

* Play a lead consumer-facing role - answer phones, emails and case requests as the first line of contact for consumer requests. Assist the consumer, providing an empathetic and helpful response, representing AppFolio with professional courtesy. * Understand and comply with all relevant laws and regulations related to the background screening industry and AppFolio’s screening business * Prioritize cases as necessary; effectively manage a full caseload and queue * Ensure all timelines and compliance requirements are met for every case * Develop and build relationships with partners and vendors to ensure smooth dispute processes * Liaise closely with team members (both direct, and wider) to build strong internal relationships and broaden knowledge base * Ensure confidentiality and privacy of personally identifiable information * Assist in development of policies and procedures * Gain a detailed knowledge of AppFolio’s screening product and a basic knowledge of the wider product * Exemplify and represent AppFolio’s values and initiatives * Lean in to challenges; act as a positive and constructive influencer and team member

* Exceptional customer service and ability to handle difficult conversations, both internally and externally, in a graceful, courteous and constructive manner * Excellent written and verbal communication skills; meticulous eye for detail; strong proofreading skills * Ability to work with flexibility and agility in a fast paced environment while keeping a positive and curious attitude * Ability to work in a highly regulated environment and to maintain compliance * Proven ability to handle multiple concurrent projects and complete tasks in a timely manner with precision, using independent judgment to accomplish goals * Ability to follow through on tasks until completed * Proficiency in word, excel, adobe, cloud-based tools required; experience with Salesforce a plus * Spanish speaking desirable * BA/BS degree or equivalent work experience required