Concierge - LiveEasy

AppFolio•Columbus, OH

2d•Onsite

About The Position

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.

Requirements

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.
The ability to work a 10am-7pm Eastern schedule onsite at our Columbus location.
High school diploma or equivalent (required).
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.

Nice To Haves

customer service, or related field (preferred).

Responsibilities

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.