Senior Agent Experience Manager

Compass, Inc.; New York, Northern (NY, KY); Ibrido; USD 74.000 - 82.000; Tempo pieno

Vantaggi offerti da questo lavoro

Bonuses

Equity/RSU

Paid vacation

Health benefits

401(k) plan

Commuter program

Pet insurance

Descrizione del lavoro

Compass, Inc. invites a Senior Agent Experience Manager to be the first point of contact for our clients, guiding them through onboarding, Compass tools, and marketing requests.

This on-site role at the Westhampton Beach office centers on delivering world-class service while driving adoption of Compass technology. You will mentor junior team members, lead cross-functional projects, and collaborate with marketing and onboarding teams to ensure smooth client experiences.

Competenze

• 3–5 years in customer service, office management, hospitality or operations.
• Experience in real estate is a plus.
• Experience with live or remote training is a plus.

Mansioni

• Serve as day-to-day contact for questions and issues via phone, email, and in-person meetings.
• Support onboarding and training for new Agent Experience staff.
• Promote Compass products and services through 1:1 and group training sessions.

Conoscenze

Customer service

Office management

Hospitality

Operations

Real estate knowledge

Training delivery

Stakeholder management

Strumenti

Zendesk

Salesforce

Confluence

Descrizione del lavoro

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.

*Please note this role is on-site at the Westhampton Beach office*

As a Senior 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 a Sr AEM, you are passionate about your customers and delivering a world-class experience.

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
• Support local employee enablement efforts, ts including supporting onboarding/training of new Agent Experience employees
• Act as a local subject matter expert and promote the adoption of Compass 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 escalation.s
• Be a culture carrier who inspires and empowers those around you with a creative and constructive approach to creating and implementing change

WhatWe'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 influence customers; strong listening skills, the ability to connect well with others, and empathy for customers' 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 $73,900-$82,100; 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. The 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 Principlesand 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