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About the Role
As an Agent Experience Manager, you will be the first point of contact for new customers, serving as their account manager and providing comprehensive support. This includes guiding them through Compass, training them on our tools and programs, and assisting with marketing requests. You will be passionate about delivering a world-class customer experience.
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 a mentor to Agent Experience 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
Requirements
- 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
Skills
- Customer service
- Training
- Office management
- Hospitality
- Operations
- Real estate
- Live or remote training
- Enterprise technology (Zendesk, Salesforce, Confluence)
- Problem-solving
- Analytical skills
- Communication
- Interpersonal skills
- Relationship building
- Attention to detail
- Organization
- Creative writing
- Design eye
Location
- Austin, TX
Work Type
- 100% in-office
- Full-time
Experience Level
- 2-3 years
Benefits
- Participation in incentive programs (cash, equity, or commissions)
- Paid vacation
- Holidays
- Sick time
- Parental leave
- Recharge leave
- Medical benefits
- Tele-health benefits
- Dental benefits
- Vision benefits
- 401(k) plan
- Flexible spending accounts (FSAs)
- Commuter program
- Life insurance
- Disability insurance
- Maven (support system for new parents)
- Carrot (fertility benefits)
- UrbanSitter (caregiver referral network)
- Employee Assistance Program
- Pet insurance
About the Company
- Compass's mission is to help everyone find their place in the world.
- Founded in 2012, Compass is revolutionizing the real estate industry with an end-to-end platform that empowers residential real estate agents to deliver exceptional service to seller and buyer clients.
- Compass believes 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.
- We offer competitive compensation packages, robust benefits and professional growth opportunities aimed at helping to improve our employees' lives and careers.
Equal Opportunity
- 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.
- Los Angeles County Fair Chance Notice