Agent Experience Manager

Compass • Jackson, MS

3d • Onsite

About The Position

At Compass, the mission is to help everyone find their place in the world. Founded in 2012, Compass is revolutionizing the real estate industry with an end-to-end platform that empowers residential real estate agents to serve seller and buyer clients. The Agent Experience Manager is the first point of contact for customers joining Compass and serves as their account manager. The role supports customers with understanding Compass, learning its tools and programs, handling marketing requests, and other needs. This is a 100% in-office position 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 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.
• 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.
• 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 virtual training.
• Previous experience with enterprise technology such as Zendesk, Salesforce, or Confluence.
• A passion for creating community and encouraging in-office interaction, bonding, and engagement.
• Strong creative writing skills and an eye for design.

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-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 strategy and logistics for 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 represent agents’ questions and feedback.
• Mentor Agent Experience Coordinators by answering questions and managing escalations.

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, robust benefits, and professional growth opportunities.

What This Job Offers

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