Agent Experience Manager

Compass; Los Angeles (CA); On-site; USD 60,000 - 80,000; Full time

Job summary

Compass is seeking an Agent Experience Manager in Los Angeles to ensure seamless onboarding and support for new agents. The AEM will be the primary point of contact, providing training on tools, marketing assistance, and promoting the adoption of Compass technology.

The ideal candidate has 2-3 years of relevant experience, exceptional interpersonal skills, and a passion for supporting agents. This role requires a proactive approach to customer service and the ability to lift up to 25 lbs.

Qualifications

• 2-3 years of experience in customer service or office management.
• Previous experience in real estate is a plus.
• Ability to lift up to 25 lbs.

Responsibilities

• Act as the first point of contact for new customers.
• Support customers with tools, marketing, and training.
• Manage a high-touch customer portfolio.

Skills

Customer service experience

Interpersonal skills

Problem-solving skills

Creative writing

Detail-oriented

Tools

Zendesk

Salesforce

Confluence

Job description

Requirements

• 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 virtual 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, connects well with others, and is 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

What the job involves

• 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
• 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 collateral from templates including listing presentations and postcards, 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