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.
Serve as a mentor to Agent Experience Coordinator(s) by being available for questions and managing escalations.

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
• Serve as a mentor to Agent Experience Coordinator(s) by being available for questions and managing escalations

Requirements

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 virtual training a plus
Previous experience working with enterprise technology (Zendesk, Salesforce, Confluence) a plus
Passion for supporting and serving agents trying to grow their businesses

Qualifications

• Passion for supporting and serving agents trying to grow their businesses
• The ability to establish credibility with key agent decision-makers and influencers
• 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
• A 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

Skills

• Excellent communication and interpersonal skills
• Ability to lift up to 25 lbs

Benefits

• Full range of benefits including medical, tele-health, dental and vision benefits
• 401(k) plan
• Flexible spending accounts (FSAs)
• Commuter program
• Life and disability insurance
• Employee Assistance Program
• Pet insurance

Pay

The base pay range for this position is $26.00 - $30.00 per hour; however, base pay offered may vary depending on job-related knowledge, skills, and experience.

Schedule

Standard operating hours during the week.