Agent Experience Manager

Compass; Libertyville (IL); On-site; USD 38,000 - 43,000; Full time

Benefits offered by this job

Incentive programs (cash/equity/commis

Paid vacation

Holidays

Sick time

Parental leave

Recharge leave

Medical

Tele-health

Dental

Vision

401(k)

FSAs

Commuter program

Life and disability insurance

Maven

Carrot

UrbanSitter

Employee Assistance Program

Pet insurance

Job summary

Compass is reshaping real estate with an end-to-end platform that empowers residential agents to serve buyers and sellers exceptionally. As an Agent Experience Manager, you’ll be the first point of contact for clients and their ongoing account manager, guiding them through Compass tools, training, and marketing needs.

You will promote adoption of Compass technology, collaborate with onboarding, and support initiatives like new office openings and expansion activities, while mentoring junior

Qualifications

• 2-3 years of experience in customer service, office management, hospitality or operations.
• Real estate experience a plus.
• Live or remote training experience a plus.
• Experience with enterprise tech (Zendesk, Salesforce, Confluence) a plus.
• Passion for supporting and serving agents growing their businesses.
• Ability to establish credibility with agent decision-makers and influencers.
• Strong listening and empathetic communication skills.
• Desire to create community and foster in-office engagement.
• Strong problem-solving and analytical skills.
• Excellent interpersonal skills and relationship-building ability.
• Meticulous attention to detail and highly organized.
• Strong writing and design eye.
• Office availability during standard hours and ability to lift up to 25 lbs.

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 with 1:1 support, strategic recommendations, and group trainings.
• Provide marketing support: listing presentations, postcards, collateral; liaise with marketing specialists.
• Partner with Onboarding team for welcoming new customers and strategy.
• Support office openings, national initiatives, and expansion/M&A activities.
• Collaborate with teams to champion questions and feedback for agents.
• Mentor Agent Experience Coordinators and manage escalations.
• Be a culture carrier, inspiring others with a positive, constructive approach to change.

Skills

Customer Service

Office Management

Hospitality

Operations

Real Estate

Training Experience

Zendesk

Salesforce

Confluence

Communication

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, 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 customer’s 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.

Notice for California Applicants

Los Angeles County Fair Chance Notice