Senior Agent Experience Manager
About the role
At Compass, our mission is to help everyone find their place in the world. Founded in 2012, we’re revolutionizing the real estate industry with our end-to-end platform that empowers residential real estate agents to deliver exceptional service to seller and buyer clients. Please note this role is on-site at the Westhampton Beach office. As a Senior 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 a Sr AEM, you are passionate about your 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
- Support local employee enablement efforts, including supporting onboarding/training of new Agent Experience employees
- Act as a local subject matter expert and promote the adoption of Compass technology and adjacent services by providing customers with 1:1 support, strategic recommendations, and group training sessions
- Lead ongoing projects such as overseeing national and regional projects, driving adoption of our products and program, strategic & customer-centric initiatives, and new Expansion/M&A activity
- Provide essential marketing support by answering questions, creating listing presentations, postcards, and other collateral, 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
- 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 Managers & Coordinator(s) by being available for questions and managing escalation
- Be a culture carrier who inspires and empowers those around you with a creative and constructive approach to creating and implementing change
Requirements
- 3-5 years of experience in customer service, office management, hospitality, or operations
- Ability to work in the office during standard operating hours