Agent Experience Leader

Compass, Inc.; Long Grove (IL); On-site; USD 38,000 - 43,000; Full time

Benefits offered by this job

Incentive programs

Paid vacation

Holiday and sick time

Parental leave

Recharge leave

Medical benefits

401(k) plan

FSAs

Commuter program

Life and disability insurance

Pet insurance

Employee Assistance Program

Job summary

Compass, Inc. is hiring an Agent Experience Manager to be the first point of contact for our agents, guiding them through Compass tools and programs with training and marketing support.

You will manage relationships, promote technology adoption, and collaborate across departments to drive exceptional service. You will mentor junior staff, champion agent feedback, and contribute to onboarding and expansion efforts while embracing Compass culture and values.

Qualifications

• 2-3 years in customer service, office management, hospitality or operations.
• Real estate experience is a plus.
• Experience with live or remote training is a plus.
• Experience with enterprise tech like Zendesk, Salesforce, Confluence is beneficial.
• Excellent communication and relationship-building with agents.

Responsibilities

• Manage a portfolio of high-touch customers as the day-to-day contact.
• Promote adoption of Compass technology through 1:1 and group training.
• Provide marketing support: listings, postcards, collateral, liaise with marketing specialists.
• Partner with Onboarding for welcoming new customers to Compass.
• Support office openings, national initiatives, and Expansion/M&A activities.
• Collaborate across teams and departments to relay feedback and questions.
• Mentor Agent Experience Coordinators and handle escalations.
• Inspire a positive culture and drive constructive change.

Skills

Customer service

Office management

Training / coaching

Relationship building

Excellent listening

Creative writing

In-office collaboration

Problem solving

Tools

Zendesk

Salesforce

Confluence

Job description

Compass, Inc. is hiring an Agent Experience Manager to be the first point of contact for our agents, guiding them through Compass tools and programs with training and marketing support.

You will manage relationships, promote technology adoption, and collaborate across departments to drive exceptional service. You will mentor junior staff, champion agent feedback, and contribute to onboarding and expansion efforts while embracing Compass culture and values.