Agent Experience Manager

Socket.dev; Falmouth (MA); On-site; USD 39,000 - 43,000; Full time

Benefits offered by this job

Bonus programs

Paid vacation

Holidays

Sick time

Parental leave

Recharge leave

Medical, dental, vision

401(k)

FSAs

Commuter program

Life and disability insurance

Maven

Fertility benefits

Pet insurance

Job summary

Compass in Falmouth and Sandwich seeks an Agent Experience Manager to be the first point of contact for agents, oversee office operations, and deliver world-class support. You will train on our tools, assist with marketing requests, and drive a culture of service and collaboration within the office.

The role requires 2-3 years in customer service or operations, a willingness to be on-site, and the ability to coordinate across teams to support agents in growing their businesses.

Qualifications

• 2-3 years of experience in customer service, hospitality, or operations
• Experience in real estate is a plus
• Reliable transportation to float between Falmouth & Sandwich offices
• Passion for supporting and serving agents
• Strong communication and relationship-building skills
• Highly organized with attention to detail

Responsibilities

• Be present in the office and address questions via phone, email, or in person
• Provide basic marketing support using templates and coordinate with marketing
• Troubleshoot technology, devices, and conference-room hardware
• Greet guests, manage mail, set up events, and maintain office appearance and supplies
• Provide ad-hoc administrative support like data entry and meeting prep
• Promote Compass technology and services through 1:1 and group trainings
• Collaborate with onboarding and other teams to address agent feedback
• Support office expansions and national initiatives as needed
• Be a culture carrier fostering positive change and teamwork

Skills

Customer service

Hospitality

Operations

Job description

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.

*This role is 100% on-site at the Falmouth & Sandwich offices*

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 managing the office, understanding Compass, training on our tools and 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:

• Be present in the office with a service-minded attitude as you field questions and resolve issues big and small via phone calls, emails, and in-person meetings
• Provide basic marketing support by answering questions, creating collateral from templates such as listing presentations and postcards, and being the liaison to marketing specialists for more complex support requests
• Answer basic questions and troubleshoot issues related to technology/devices, conference room hardware, enterprise systems, etc.
• Serve as the face of Compass by welcoming guests, managing mail distribution, facilitating in-office event setup, and providing first-line support for office-related needs; responsible for the office's overall appearance and organization, maintaining supply inventory, and escalating facilities issues
• Provide ad-hoc administrative assistance as needed, such as sales meeting preparation, data entry, and office-wide communications
• Promote the adoption of Compass technology and adjacent services by providing customers with 1:1 support, strategic recommendations, and group training sessions
• Partner with the National 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
• Support ongoing projects such as new office openings, national initiatives, and new Expansion/M&A activity
• Be a culture carrier who inspires and empowers those around you with a positive and constructive approach to creating and implementing change

What We're Looking For:

• 2-3 years of experience in customer service, hospitality, or operations
• Previous experience in real estate is a plus
• Reliable transportation to float between Falmouth & Sandwich offices
• 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 to 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 autonomously and possess a strong bias towards action
• Ability to work in the office during standard operating hours
• Ability to lift up to 25 lbs

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.

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