Agent Experience Manager

Compass•Jackson, WY

3d•Onsite

About The Position

The Agent Experience Manager is the initial point of contact for customers joining Compass 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, with a focus on delivering a high-quality customer experience. The position is 100% in-office at the Compass office at 80 West Broadway in Jackson, Wyoming.

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 through in-office interaction, bonding, and engagement.
Strong problem-solving and analytical skills, with 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 with live or virtual 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, emails, and in-person meetings.
Promote adoption of Compass technology and related services through one-on-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 more complex requests.
Partner with the Onboarding team on strategy and logistics for welcoming new customers to Compass.
Support ongoing projects, including new office openings, national initiatives, and new Expansion/M&A activity.
Work collaboratively with team members and departments to advocate for agents' questions and feedback.
Mentor Agent Experience Coordinator(s), answer their questions, and manage escalations.