Agent Experience Specialist — In-Office Austin

Compass, Inc.; Austin (TX); Hybrid; USD 70,000 - 90,000; Full time

Benefits offered by this job

Paid vacation

Holidays

Sick time

Parental leave

Medical

Dental

Vision benefits

401(k) plan

Flexible spending accounts

Commuter program

Life and disability insurance

Pet insurance

Job summary

Compass, Inc. is hiring an Agent Experience Manager for 100% in-office work in Austin, TX. You will be the first contact for high-touch customers, manage their accounts, train on tools, support marketing requests, and coordinate with onboarding and expansion efforts.

You will promote Compass technology adoption, provide 1:1 and group instruction, and collaborate with multiple teams to ensure exceptional service and feedback loops for continuous improvement.

Qualifications

• Experience in customer service, training, office management, hospitality or operations.
• Experience with enterprise tools such as Zendesk, Salesforce and Confluence is a plus.
• Ability to train and support agents and manage relationships with stakeholders.

Responsibilities

• Serve as day-to-day contact for high-touch customers via phone, email and in-person meetings.
• Promote adoption of Compass technology and provide 1:1 and group training.
• Provide marketing support and coordinate with marketing specialists.
• Collaborate with Onboarding to welcome new customers to Compass.
• Support office openings, national initiatives and expansion activities.
• Collaborate across teams to relay agent feedback and escalate when needed.
• Mentor Agent Experience Coordinators and manage escalations.
• Maintain a positive culture and lead by example in implementing change.

Skills

Customer service

Training

Office management

Hospitality

Operations

Zendesk

Salesforce

Confluence

Relationship building

Communication

Tools

Zendesk

Salesforce

Confluence

Job description

Compass, Inc. is hiring an Agent Experience Manager for 100% in-office work in Austin, TX. You will be the first contact for high-touch customers, manage their accounts, train on tools, support marketing requests, and coordinate with onboarding and expansion efforts.

You will promote Compass technology adoption, provide 1:1 and group instruction, and collaborate with multiple teams to ensure exceptional service and feedback loops for continuous improvement.