Agent Experience Manager

Compass Real Estate - Peninsula; Ocean City (NJ); On-site; USD 37,000 - 41,000; Full time

Benefits offered by this job

Bonuses & equity programs

Paid vacation & holidays

Medical, dental, vision benefits

401(k) plan

Commuter program

Pet insurance

Employee Assistance Program (EAP)

Maven (new parent support)

Carrot (fertility benefits)

UrbanSitter caregiver network

Recharge leave

Job summary

Compass is seeking an Agent Experience Manager to be the first point of contact for our Ocean City and Avalon offices. You will train, support, and advocate for real estate agents, helping them leverage Compass tools and services to grow their businesses.

This role is 100% in-office, requiring strong communication, organizational, and customer-service skills, with opportunities in marketing support and strategic initiatives.

Qualifications

• 2–3 years of experience in customer service, training, office management, hospitality, or operations.
• Previous real estate experience is a plus.
• Experience with live or remote training is a plus.
• Experience with enterprise tech (Zendesk, Salesforce, Confluence) is a plus.
• Passion for supporting and serving agents growing their businesses.
• Ability to build credibility with agent decision-makers.
• Strong listening, interpersonal, and empathetic skills.
• Detail-oriented and highly organized.
• Strong writing and design sensibilities.
• Able to work in office during standard hours; able to lift up to 25 lbs.

Responsibilities

• Manage a portfolio of high-touch customers as the day-to-day contact via phone, email, and in-person meetings.
• Promote adoption of Compass technology through 1:1 support, strategic recommendations, and group training.
• Provide essential marketing support by creating collateral and coordinating with marketing specialists.
• Partner with Onboarding to welcome new customers and plan strategy/logistics.
• Support office openings, national initiatives, and expansion/M&A activities.
• Collaborate with teams to champion questions/feedback for agents; act as the office face.

Skills

Customer service

Training

Office management

Hospitality

Operations

Zendesk

Salesforce

Confluence

Real estate experience

Communication

Empathy

Event coordination

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.

Note: This role is 100% in office out of our Ocean City (201 34th Street) and Avalon (2021 Dune Drive) offices.

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 the face of the office by welcoming guests, answering the office phone line, managing mail distribution, providing first-line support for office-related needs; assisting with the overall appearance and organization of the office, maintaining supply inventory, and escalating facilities issues.

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
• 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 expected base pay for this position is $27.00 - $30.00 /hour. This range reflects our good-faith estimate of what we intend to offer for this role at the time of posting. Final offers within this range will depend on job-related factors such as experience, skills, and internal equity. Additional compensation elements, such as bonuses, commissions, or equity grants, may be available, along with a full benefits program.

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