Agent Experience Manager

About the role

The Agent Experience Manager (AEM) is the first point of contact for new Compass customers. This role involves supporting customers with understanding Compass, training on tools and programs, assisting with marketing requests, and more. The ideal candidate is passionate about their customers and delivering a world-class experience.

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
• 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

• 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
• 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
• 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

Qualifications

• Passionate about supporting and serving agents
• Excellent communication and interpersonal skills
• Organized and detail-oriented
• Experience with enterprise technology (Zendesk, Salesforce, Confluence)

Skills

• Customer Service
• Training and Development
• Marketing Support
• Collaboration and Teamwork
• Problem Solving
• Communication and Interpersonal Skills
• Attention to Detail
• Enterprise Technology Experience (Zendesk, Salesforce, Confluence)

Benefits

• Full range of benefits including medical, dental, vision, and life insurance
• 401(k) plan
• Flexible Spending Accounts (FSAs)
• Commuter program
• 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. Bonuses and restricted stock units may be provided as part of the compensation package.

Schedule

This role is 100% in-office in our Brentwood, CA office (11601 Wilshire Blvd).