Agent Experience Manager

About the role

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.

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 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

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

Ability to work in the office during standard operating hours

Ability to lift up to 25 lbs

Benefits

Perks That You Need To Know About:

• Participation in our incentive programs (which may include eligible cash, equity, or commissions)
• 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

The base pay range for this position is $26.00 - $32.00 per hour; however, base pay offered may vary depending on job-related knowledge, skills, and experience.

Schedule

This role is 100% in-office in our Midtown Office (10 East 53rd).