Agent Experience Manager
About the role
Manage a portfolio of high-touch customers by serving as their day-to-day contact for questions and issues via phone calls, emails, and in-person meetings.
Promote the adoption of Compass technology and adjacent services by providing customers with 1:1 support, strategic recommendations, and group training sessions.
Provide essential marketing support by answering questions, creating collateral from templates including listing presentations and postcards, and being the liaison to marketing specialists for more complex support requests.
Partner with the Onboarding team on strategy and logistics for welcoming new customers to Compass.
Support ongoing projects such as new office openings, national initiatives, and new Expansion/M&A activity.
Work collaboratively with other team members and departments to champion questions and feedback on behalf of the agent.
Responsibilities
- Manage a portfolio of high-touch customers by serving as their day-to-day contact for questions and issues via phone calls, emails, and in-person meetings
- Promote the adoption of Compass technology and adjacent services by providing customers with 1:1 support, strategic recommendations, and group training sessions
- Provide essential marketing support by answering questions, creating collateral from templates including listing presentations and postcards, and being the liaison to marketing specialists for more complex support requests
- Partner with the Onboarding team on strategy and logistics for welcoming new customers to Compass
- Support ongoing projects such as new office openings, national initiatives, and new Expansion/M&A activity
- Work collaboratively with other team members and departments to champion questions and feedback on behalf of the agent
Requirements
Note: This role is 100% in office based out of Houston Office (4200 Westheimer Rd.).
Qualifications
- 2-3 years of experience in customer service, training, office management, hospitality, or operations
- Previous experience in real estate a plus
- Previous experience with live or remote training a plus
- Previous experience working with enterprise technology (Zendesk, Salesforce, Confluence) a plus
Skills
- Passion for supporting and serving agents trying to grow their businesses
- Great listening skills, connects well with others, and is empathetic of the customer’s pain points
- A passion for creating community within a space; you encourage in-office interaction, bonding and engagement
- Strong problem-solving and analytical skills, allowing you to adapt and formulate solutions quickly
- Skilled communicator with great interpersonal skills, ability to build and manage relationships
- Meticulous attention to detail, highly organized
- Strong creative writing skills and eye for design
Benefits
Participation in our incentive programs (which may include eligible cash, equity, or commissions).
Plus paid vacation, holidays, sick time, parental leave, and recharge leave;
medical, tele-health, dental and vision benefits;
401(k) plan;
flexible spending accounts (FSAs);
commuter program;
life and disability insurance;
Maven (a support system for new parents);
Carrot (fertility benefits);
UrbanSitter (caregiver referral network);
Employee Assistance Program;
pet insurance.
Pay
Competitive compensation packages.
Schedule
Standard operating hours.
Company Information
At Compass, we believe that everyone deserves to find their place in the world — a place where they feel like they belong, where they can be their authentic selves, where they can thrive.
Our collaborative, energetic culture is grounded in our Compass Entrepreneurship Principles and our commitment to diversity, equity, inclusion, growth and mobility.
As an equal opportunity employer, we offer competitive compensation packages, robust benefits and professional growth opportunities aimed at helping to improve our employees' lives and careers.
Notice for California Applicants: Los Angeles County Fair Chance Notice.