Agent Experience Manager
About The Position
At Compass, the Agent Experience Manager 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, while delivering a high-quality customer experience. This position is 100% in-office at 615 Woodland Street in Nashville, Tennessee. The manager also supports office operations and serves as the welcoming face of the office. They help agents adopt Compass technology and services, provide marketing assistance, coordinate with onboarding, and collaborate with teams across the company on projects and customer feedback. The role calls for a positive, community-minded approach to helping agents and colleagues succeed.
Requirements
- 2–3 years of experience in customer service, training, office management, hospitality, or operations.
- Passion for supporting 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.
- Passion for creating community and encouraging in-office interaction, 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 with 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 by phone, email, and in-person meetings.
- Welcome guests, answer the office phone line, distribute mail, and 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 referring complex requests to marketing specialists.
- Partner with the Onboarding team on the strategy and logistics of welcoming new customers to Compass.
- Support projects such as new office openings, national initiatives, and new expansion or merger-and-acquisition activity.
- Collaborate with team members and departments to advocate for agents’ questions and feedback.
- Help foster a positive, constructive culture and support the implementation of change.
Benefits
- Participation in incentive programs, which may include eligible cash, equity, or commissions.
- Paid vacation, holidays, sick time, parental leave, and recharge leave.
- Medical and tele-health benefits.
- Dental and vision benefits.
- 401(k) plan.
- Flexible spending accounts (FSAs).
- Commuter program.
- Life and disability insurance.
- Maven support system for new parents.
- Carrot fertility benefits.
- UrbanSitter caregiver referral network.
- Employee Assistance Program.
- Pet insurance.
- Competitive compensation packages.
- Professional growth opportunities.
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What This Job Offers
Job Type
Full-time
Career Level
Mid Level
Education Level
No Education Listed
