Agent Experience Manager

Compass; Silver Spring (MD); On-site; USD 39,000 - 43,000; Full time

Benefits offered by this job

Incentive programs

Paid vacation & holidays

Health benefits

401(k)

FSAs

Commuter program

Pet insurance

Job summary

Compass is seeking an Agent Experience Manager for its Chevy Chase office in Maryland. You will be the first point of contact for agents, managing their onboarding and ongoing support to ensure a world-class experience.

You will train users on Compass tools, assist with marketing requests, and coordinate with the Onboarding team for welcoming new customers. This role emphasizes client care, cross-team collaboration, and office operations.

Qualifications

• 2-3 years of experience in customer service, training, office management, hospitality, or operations.
• Previous experience with live or remote training is a plus.
• Experience with enterprise technology (Zendesk, Salesforce, Confluence) is a plus.

Responsibilities

• Manage a portfolio of high-touch customers as their day-to-day contact for questions and issues via phone calls, emails, and in-person meetings.
• Promote adoption of Compass technology and services by providing 1:1 support, strategic recommendations, and group training sessions.
• Provide marketing support by creating collateral from templates and liaising with marketing specialists for complex requests.
• Collaborate with Onboarding to welcome new customers to Compass.
• Support ongoing projects such as new office openings and national initiatives.
• Work with teams to champion questions and feedback on behalf of agents.
• Serve as the face of the office by greeting guests, handling the office line, mail, and facilities issues.

Skills

Customer service

Training

Office management

Hospitality

Operations

Live training

Remote training

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 Chevy Chase office (5471 Wisconsin Ave).

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 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 $28.00 - $31.00 /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