Agent Experience Manager
About the role
As an Agent Experience Manager, you are the first person our customers meet when they join Compass and will be their account manager from that day forward. You will support our customers with everything, including but not limited to understanding Compass, training on our tools and programs, assisting with marketing requests, and more. As an AEM, you are passionate about your customers and delivering a world-class experience. Note: This role is 100% in-office.
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.
- Serve as the face of the office by welcoming guests, answering the office phone line, managing mail distribution, providing first-line support for office-related needs, assisting with the overall appearance and organization of the office, maintaining supply inventory, and escalating facilities issues.
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 remote 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.
- Ability to establish credibility with key agent decision-makers and influencers.
- Great listening skills, connects well with others, and is empathetic of customers’ pain points.
- 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.
- Ability to work in the office during standard operating hours.
- Ability to lift up to 25 lbs.
Pay
The expected base pay for this position is $27.78-$33.94/hour. This range reflects our good-faith estimate of what we intend to offer for this role at the time of posting. Final offers within this range will depend on job-related factors such as experience, skills, and internal equity. Additional compensation elements, such as bonuses, commissions, or equity grants, may be available.
Benefits
- 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.
- Participation in our incentive programs (which may include eligible cash, equity, or commissions).