Agent Experience & Training Lead

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

Benefits offered by this job

Paid vacation

Holidays

Sick time

Parental leave

Recharge leave

Medical benefits

Tele-health

Dental benefits

Vision benefits

401(k) plan

FSAs

Commuter program

Life insurance

Disability insurance

Maven

Carrot (fertility benefits)

UrbanSitter

Employee Assistance Program

Pet insurance

Job summary

Compass is seeking an Agent Experience Manager to be the first point of contact for our real estate agents, guiding them on Compass tools and services, and coordinating training and marketing collateral. This role emphasizes client engagement, office presence, and cross-functional collaboration to help agents grow their businesses.

You will support onboarding, national initiatives, and office events while promoting Compass technology and fostering a strong, collaborative community within the

Qualifications

• 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

Responsibilities

• 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.

Skills

Customer service

Training

Office management

Hospitality

Operations

Real estate

Live training

Remote training

Zendesk

Salesforce

Confluence

Agent support

Communication

Relationship building

Problem solving

Tools

Zendesk

Salesforce

Confluence

Job description

Compass is seeking an Agent Experience Manager to be the first point of contact for our real estate agents, guiding them on Compass tools and services, and coordinating training and marketing collateral. This role emphasizes client engagement, office presence, and cross-functional collaboration to help agents grow their businesses.

You will support onboarding, national initiatives, and office events while promoting Compass technology and fostering a strong, collaborative community within the