Agent Experience Manager — Client Success & Training

Compass; Ellicott City (MD); On-site; USD 58,000 - 64,000; Full time

Benefits offered by this job

Paid time off & holidays

401(k) plan

Medical, dental, vision

Job summary

Compass in Ellicott City, MD seeks an Agent Experience Manager to be the first point of contact for agents, handling training, marketing requests, and ongoing support. The role is 100% in-office to foster in-person collaboration and client-focused service.

You will manage relationships, deliver 1:1 and group trainings, and partner with the onboarding team on strategy while supporting national initiatives and office expansions.

Qualifications

• 2-3 years of experience 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 tech like Zendesk, Salesforce, Confluence is a plus.
• Strong desire to support and grow real estate agents.

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 and services with 1:1 and group trainings.
• Provide marketing support by creating collateral from templates and liaising with marketing specialists.
• Collaborate with Onboarding to welcome new customers and align strategy.
• Support office initiatives, events, and expansion activities.
• Champion agent questions and feedback across teams.

Skills

Customer service

Training

Office management

Hospitality

Operations

Passion for agents' growth

Credibility with decision makers

Active listening

Community building

Problem solving

Relationship management

Attention to detail

Creative writing

Office presence

Ability to lift 25 lbs

Tools

Zendesk

Salesforce

Confluence

Job description

Compass in Ellicott City, MD seeks an Agent Experience Manager to be the first point of contact for agents, handling training, marketing requests, and ongoing support. The role is 100% in-office to foster in-person collaboration and client-focused service.

You will manage relationships, deliver 1:1 and group trainings, and partner with the onboarding team on strategy while supporting national initiatives and office expansions.