Agent Experience Manager

Socket.dev; Greenbrae Boardwalk (CA); On-site; USD 44,000 - 47,000; Full time

Benefits offered by this job

401(k) plan

Medical, dental and vision benefits

Vacation, holidays, sick time

Job summary

Compass is seeking an Agent Experience Manager to act as the first point of contact for customers and their ongoing account manager. You will support clients with understanding Compass, training on tools, marketing requests, and more to deliver a world-class experience.

You will manage a portfolio of agents, promote adoption of our platform, assist with onboarding, marketing collateral, and cross-team collaboration. Prior real estate or enterprise tech experience is a plus.

Qualifications

• 2-3 years of experience in customer service, training, office management, hospitality, or operations.
• Experience in real estate and enterprise tech support is a plus.
• Passion for supporting and serving agents growing their businesses.

Responsibilities

• Manage a portfolio of high-touch customers as their day-to-day contact via phone, email, Zendesk tickets, and in-person meetings.
• Promote adoption of Compass technology with 1:1 support, strategic recommendations, and group trainings.
• Provide marketing support by creating collateral from templates and liaising with Marketing Advisors for advanced requests.
• Collaborate with Onboarding to ensure new customers have a smooth first weeks and months with Compass.

Skills

Customer service

Training

Office management

Hospitality

Operations

Tools

Zendesk

Salesforce

Confluence

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.

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 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:

• Manage a portfolio of high-touch customers by serving as their day-to-day contact for questions and issues via phone calls, emails, ZenDesk tickets, and in-person meetings.
• Promote the adoption of Compass technology and adjacent services by providing customers with 1:1 support, strategic recommendations, presenting at meetings, and conducting group training sessions.
• Provide essential marketing support by answering questions, creating collateral from templates, including listing presentations and postcards, and being the liaison to Marketing Advisors for more complex support requests.
• Partner with the Onboarding team on strategy and logistics for welcoming new customers to Compass. This role is primarily responsible for ensuring a newcustomer'ss first weeks and months at Compass are smooth and set them up for future success with the brokerage.
• 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, and providing coverage for front desk services when needed.
• 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, training, 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

Compensation: The base pay range for this position is $32-$34.25/hr. Base pay offered may vary depending on job-related knowledge, skills, and experience. Base pay is based on market location. The minimum wage for the position will always be met.

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.

Notice for California Applicants

Los Angeles County Fair Chance Notice