Agent Experience Manager

Responsibilities

• As an 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 an AEM you are passionate about your customers and delivering a world class experience
• 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 a mentor to Agent Experience Coordinator(s) by being available for questions and managing escalations

• Previous experience working with enterprise technology (Zendesk, Salesforce, Confluence) a plus
• The ability to establish credibility with key agent decision-makers and influencers
• Strong creative writing skills and eye for design
• Ability to lift up to 25 lbs
• Meticulous attention to detail, highly organized
• Previous experience with live or virtual training a plus
• Passion for supporting and serving agents trying to grow their businesses
• Strong problem-solving and analytical skills, allowing you to adapt and formulate solutions quickly
• 2-3 years of experience in customer service, training, office management, hospitality, or operations
• A passion for creating community within a space; you encourage in-office interaction, bonding and engagement
• Skilled communicator with great interpersonal skills, ability to build and manage relationships
• Ability to work in the office during standard operating hours
• Great listening skills, connects well with others, and is empathetic of the customer’s pain points
• Previous experience in real estate a plus