Agent Experience Manager

Compass Real Estate - Peninsula; Town of Florida (NY); On-site; USD 60,000 - 100,000; Full time

Benefits offered by this job

Paid vacation

Holidays and sick time

401(k) plan

Commuter program

Health benefits

Parental leave

Job summary

Compass is seeking an Agent Experience Manager who will be the first point of contact for high-touch real estate clients and act as their dedicated account manager.

You will train users on Compass tools, support marketing requests, and collaborate with onboarding and other teams to ensure a world-class experience for our agents. The role is based in our Coconut Grove office and requires in-person engagement.

Qualifications

• 2–3 years in customer service, training, office management, hospitality, or operations.
• Experience in real estate is a plus.
• Experience with live or remote training is a plus.
• Experience with enterprise technology platforms is a plus (Zendesk, Salesforce, Confluence).
• Passion for supporting and serving agents to grow their business.

Responsibilities

• Serve as day-to-day contact for questions and issues via phone, email, and in-person.
• Promote adoption of Compass technology with 1:1 support and group training.
• Provide marketing support, create collateral from templates, liaison with marketing specialists.
• Collaborate with Onboarding team for welcoming new customers to Compass.
• Support office projects, expansions, and national initiatives.
• Work with team to relay agent questions and feedback.
• Welcome guests and manage office operations including mail, supplies, and facilities issues.

Skills

Customer service

Training

Office management

Hospitality

Operations

Live training

Enterprise tech

Zendesk

Salesforce

Confluence

Relationship building

Communication

Attention to detail

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 Coconut Grove Office (2550 South Bayshore Drive).

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

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