Agent Experience Manager

Compass•Nashville, TN

11d•Onsite

About The Position

At Compass, the Agent Experience Manager (AEM) is the first point of contact for customers joining the company and serves as their account manager thereafter. The role supports customers with understanding Compass, training on its tools and programs, marketing requests, and other needs. The AEM is responsible for delivering a high-touch, world-class customer experience and helping agents grow their businesses. This position is 100% in-office at 615 Woodland Street in Nashville, Tennessee. The AEM also supports office operations and organization, agent onboarding, cross-functional projects, and a welcoming, engaged office culture.

Requirements

2–3 years of experience in customer service, training, office management, hospitality, or operations.
Passion for supporting and serving agents who are trying to grow their businesses.
Ability to establish credibility with key agent decision-makers and influencers.
Strong listening skills, ability to connect with others, and empathy for customer pain points.
Ability to foster community, encourage in-office interaction, and support bonding and engagement.
Strong problem-solving and analytical skills, including the ability to adapt and formulate solutions quickly.
Strong communication and interpersonal skills, with the ability to build and manage relationships.
Meticulous attention to detail and strong organizational skills.
Strong creative writing skills and an eye for design.
Ability to work in the office during standard operating hours.
Ability to lift up to 25 lbs.

Nice To Haves

Previous experience in real estate.
Previous experience delivering live or remote training.
Previous experience working with enterprise technology such as Zendesk, Salesforce, or Confluence.

Responsibilities

Manage a portfolio of high-touch customers and serve as their day-to-day contact for questions and issues through phone calls, email, and in-person meetings.
Welcome office guests, answer the office phone line, manage mail distribution, provide first-line support for office-related needs, maintain the office’s appearance and organization, manage supply inventory, and escalate facilities issues.
Promote adoption of Compass technology and related services through one-to-one support, strategic recommendations, and group training sessions.
Provide marketing support by answering questions, creating collateral from templates such as listing presentations and postcards, and connecting customers with marketing specialists for complex requests.
Partner with the Onboarding team on the strategy and logistics for welcoming new customers to Compass.
Support projects such as new office openings, national initiatives, and new expansion and M&A activity.
Work with other team members and departments to champion agents’ questions and feedback.
Promote a positive, constructive culture and help create and implement change.