Agent Experience Manager

Compass•Woodbury, NY

1d•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 ongoing account manager. The role supports agents in understanding Compass, learning its tools and programs, accessing marketing assistance, and growing their businesses. The manager delivers a high-touch customer experience through individual support, training, marketing assistance, and collaboration with internal teams. The position requires working in the office during standard operating hours and includes the ability to lift up to 25 lbs.

Requirements

2–3 years of experience in customer service, 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, 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 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, emails, and in-person meetings.
Promote adoption of Compass technology and adjacent services through one-on-one support, strategic recommendations, and group training sessions.
Provide marketing support by answering questions, creating listing presentations, postcards, and other collateral, and liaising with marketing specialists on complex requests.
Partner with the Onboarding team on strategy and logistics for welcoming new customers to Compass.
Support projects such as new office openings, national initiatives, and new expansion or M&A activity.
Collaborate with other team members and departments to represent agents’ questions and feedback.
Mentor Agent Experience Coordinators, answer their questions, and manage escalations.
Promote a positive, constructive culture and help create and implement change.