Manager, Agent Experience (Christie's International Real Estate)

Compass; Peoria (IL); On-site; USD 85,000 - 95,000; Full time

Benefits offered by this job

Incentive programs (cash/equity)

Paid vacation

Holidays

Sick time

Parental leave

Recharge leave

Medical benefits

Dental and vision benefits

401(k) plan

FSAs

Commuter program

Life and disability insurance

Parental support programs

Pet insurance

Job summary

Compass is seeking a Manager of Agent Experience to be the first point of contact for our clients in Peoria, IL. You will manage day-to-day inquiries, support onboarding, and promote adoption of Compass tools and services through 1:1 and group training sessions.

You’ll lead projects, coordinate with marketing for collateral, and partner with the Onboarding team to welcome new customers. A strong focus on client success, relationship-building, and cross-team collaboration is essential.

Qualifications

• 3-5 years of experience in customer service, office management, hospitality, or operations.
• Real estate experience is a plus.
• Experience in live or remote training is a plus.
• Experience with enterprise technology (Zendesk, Salesforce, Confluence) is a plus.
• Ability to support agents aiming to grow their businesses.
• Ability to establish credibility with agent decision-makers and influencers.

Responsibilities

• Manage a portfolio of high-touch customers as their day-to-day contact via phone, email, and in-person meetings.
• Support onboarding and training of new Agent Experience employees locally.
• Act as a local expert and promote adoption of technology and services with 1:1 support, recommendations, and group training.
• Lead national and regional projects, drive product adoption, and support expansion/M&A activity.
• Provide marketing support: answer questions, create listing presentations, postcards, and collateral; liaison to marketing specialists.

Skills

Customer service

Account management

Training & onboarding

Public speaking

Relationship building

Communication

Multitasking

Problem-solving

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.

This role is 100% onsite at the Peoria, IL office

As a Manager of Agent Experience, you are the first person our customers meet when they join Christie's International Real Estate and will be their account manager from that day forward. You will support our customers with everything, including but not limited to understanding Christie's International Real Estate, training on our tools, programs, assisting with marketing requests, and more. As a Manager of Agent Experience, you are passionate about your customers and delivering a world-class experience.

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
• Support local employee enablement efforts, including supporting onboarding/training of new Agent Experience employees
• Act as a local subject matter expert and promote the adoption of technology and adjacent services by providing customers with 1:1 support, strategic recommendations, and group training sessions
• Lead ongoing projects such as overseeing national and regional projects, driving adoption of our products and program, strategic & customer-centric initiatives, and new Expansion/M&A activity
• Provide essential marketing support by answering questions, creating listing presentations, postcards, and other collateral, 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
• Work collaboratively with other team members and departments to champion questions and feedback on behalf of the agent
• Serve as a mentor to Agent Experience Managers & Coordinator(s) by being available for questions and managing escalations
• Be a culture carrier who inspires and empowers those around you with a positive and constructive approach to creating and implementing change

What We're Looking For:

• 3-5 Years of experience in customer service, office management, hospitality, or operations
• Previous experience in real estate is 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, connect well with others, and are empathetic to 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
• Has multitasking down to a science and thrives in a demanding, fast‑paced environment
• Can thrive in a demanding, fast‑paced environment
• Ability to work in the office during standard operating hours

Compensation: The base pay range for this position is $85,000-$95,000; however, base pay offered may vary depending on job-related knowledge, skills, and experience. Bonuses and restricted stock units may be provided as part of the compensation package, in addition to a full range of benefits. Base pay is based on market location. Minimum wage for the position will always be met.

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.

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