Agent Experience Manager

Compass • Wayne, PA

3d • Onsite

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 agents with learning about Compass, training on its tools and programs, marketing requests, and other needs, with a focus on delivering a world-class customer experience.

The manager oversees a portfolio of high-touch customers, supports adoption of Compass technology and services, and helps agents with marketing materials and more complex marketing requests. The role also partners with onboarding, contributes to office openings and company initiatives, collaborates across teams to represent agent feedback, and mentors Agent Experience Coordinators. The position is office-based during standard operating hours and includes the ability to lift up to 25 pounds.

Requirements

• 2–3 years of experience in customer service, training, office management, hospitality, or operations.
• Passion for supporting agents who are working 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 create community and encourage 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, including 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 in event planning.
• Previous experience delivering live or remote training.
• Previous experience with enterprise technology such as Zendesk, Salesforce, or Confluence.

Responsibilities

• Manage a portfolio of high-touch customers 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.
• Provide marketing support by answering questions, creating collateral from templates such as listing presentations and postcards, and coordinating complex requests with marketing specialists.
• Partner with the Onboarding team on the strategy and logistics for welcoming new customers to Compass.
• Support projects including new office openings, national initiatives, and new Expansion/M&A activity.
• Collaborate with other team members and departments to communicate agent questions and feedback.
• Mentor Agent Experience Coordinators, answer their questions, and manage escalations.
• Encourage a positive, constructive culture and help create and implement 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, tele-health, 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.

What This Job Offers

• Job Type: Full-time
• Career Level: Mid Level
• Education Level: No Education Listed