Agent Experience Manager

Compass; New York (NY); On-site; USD 35,817 - 44,083; Full time

Benefits offered by this job

Paid vacation

Holidays

Sick time

Parental leave

Medical insurance

Dental insurance

Vision benefits

401(k) plan

FSAs

Commuter program

Life insurance

Disability insurance

Maven

Carrot

UrbanSitter

Employee Assistance Program

Pet insurance

Job summary

Compass is seeking an Agent Experience Manager to be the first point of contact for our agents, handling their onboarding and ongoing support across Compass tools and programs.

The role focuses on 1:1 coaching, training, and collaboration with onboarding and marketing teams to ensure a world-class agent experience in-office at our Midtown NYC location.

Qualifications

• 2-3 years of experience in customer service, training, office management, hospitality, or operations
• Experience in real estate a plus
• Experience with live or virtual training a plus
• Experience with enterprise tech (Zendesk, Salesforce, Confluence) a plus

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 by creating collateral from templates and liaising with marketing specialists
• Partner with Onboarding team on strategy and logistics for welcoming new customers
• Support with office openings, national initiatives, and Expansion/M&A activity
• Collaborate with teams to advocate for agent questions and feedback
• Mentor Agent Experience Coordinators and address escalations

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.

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.

Please note: this role is 100% in-office in our Midtown Office (10 East 53rd).

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 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

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 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

Compensation: The base pay range for this position is $26.00 - $32.00 per hour; 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. 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.

Notice for California Applicants

Los Angeles County Fair Chance Notice