Agent Experience Manager

At Compass our mission is to help everyone find their place in the world. Founded in 2012 were 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.

At Compass we envision a world where the experience of selling or buying a home is simple efficient and pleasant for everyone. Founded in 2012 Compass provides an end-to-end platform that empowers residential real estate agents to deliver exceptional service to their seller and buyer clients all in service of our mission to help everyone find their place in the world.

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 programs assisting with marketing requests and more. As an AEM you are passionate about your customers and delivering a world class experience.

At Compass You Will:

• 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 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
• 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
• Be a culture carrier who inspires and empowers those around you with a positive and constructive approach to creating and implementing change

Job Skills & Requirements

• 2-3 Years of experience in customer service 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
• The ability to establish credibility with key agent decision-makers and influencers
• Great listening skills connect well with others and empathetic of the customers 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

Do your best work be your authentic self.

At Compass we believe that everyone deserves to find their place in the world a place where they feel like they belong where they can be their authentic selves where they can thrive. Our collaborative energetic culture is grounded in our Compass Entrepreneurship Principles and our commitment to diversity equity inclusion growth and mobility. As an equal opportunity employer we offer competitive compensation packages robust benefits and professional growth opportunities aimed at helping to improve our employees lives and careers.

Compensation: The base pay range for this position is $27.78-$30.87/hr; 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 in addition to a full range of benefits. Base pay is based on market location. We will always meet the minimum wage for the position.

Perks that You Need to Know About:

Participation in our incentive programs (which may include eligible cash equity or commissions). Plus 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; and pet insurance.

Do your best work be your authentic self.

At Compass we believe that everyone deserves to find their place in the world a place where they feel like they belong where they can be their authentic selves where they can thrive. Our collaborative energetic culture is grounded in our Compass Entrepreneurship Principles and our commitment to diversity equity inclusion growth and mobility. As an equal opportunity employer we offer competitive compensation packages robust benefits and professional growth opportunities aimed at helping to improve our employees lives and careers.

Required Experience:

Manager