Agent Experience Manager

Compass • Mandeville, LA

1d • Onsite

About The Position

At Compass, the mission is to help everyone find their place in the world. Founded in 2012, Compass provides an end-to-end platform for residential real estate agents. The Agent Experience Manager is the first point of contact for customers when they join Compass and serves as their account manager thereafter. The role supports customers with understanding Compass, learning its tools and programs, marketing requests, and other needs while delivering a high-quality customer experience. This position is 100% in-office and supports the Mandeville, Slidell, Covington, and Bay St. Louis offices.

Requirements

• 2–3 years of experience in customer service, training, office management, hospitality, or operations.
• Passion for supporting and serving agents who are growing 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, 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 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 by phone, email, 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 complex requests.
• Partner with the Onboarding team on the strategy and logistics for welcoming new customers to Compass.
• Support projects such as new office openings, national initiatives, and new expansion and merger-and-acquisition activity.
• Collaborate with other 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.
• Professional growth opportunities.

What This Job Offers

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