Agent Experience Lead & Training Champion

Compass; McLean (VA); On-site; USD 39,000 - 43,000; Full time

Benefits offered by this job

Performance incentives

Paid vacation and holidays

Medical, dental, and vision benefits

401(k) plan

Commuter program

Parental leave

Life and disability insurance

Employee assistance program

Pet insurance

Job summary

Compass is seeking an Agent Experience Manager in our Chevy Chase, MD office to be the first point of contact for agents and guide them through Compass tools and programs from day one.

You will manage a portfolio of high-touch customers, provide 1:1 training, assist with marketing collateral, coordinate with onboarding and marketing teams, and support office openings and national initiatives to deliver a world-class experience.

Qualifications

• 2–3 years of experience in customer service, training, office management, hospitality, or operations.
• Experience with live or remote training is a plus.
• Experience with enterprise technology (Zendesk, Salesforce, Confluence) is a plus.
• Passion for supporting agents and helping them grow their business.
• Ability to establish credibility with agent decision-makers and influencers.

Responsibilities

• Manage a portfolio of high-touch customers as their day-to-day contact via phone, email, and in-person meetings.
• Promote adoption of Compass technology and services with 1:1 training and group sessions.
• Provide marketing support by creating collateral from templates and coordinating with marketing specialists.
• Partner with Onboarding on strategy and logistics for welcoming new customers.
• Support office openings, national initiatives, expansion/M&A activity, and cross-team collaboration.
• Serve as the face of the office, greet guests, handle office communications, and manage supplies.

Skills

Customer service

Training

Office management

Hospitality

Operations

Zendesk

Salesforce

Confluence

Tools

Zendesk

Salesforce

Confluence

Job description

Compass is seeking an Agent Experience Manager in our Chevy Chase, MD office to be the first point of contact for agents and guide them through Compass tools and programs from day one.

You will manage a portfolio of high-touch customers, provide 1:1 training, assist with marketing collateral, coordinate with onboarding and marketing teams, and support office openings and national initiatives to deliver a world-class experience.