Agent Experience Manager

Compass • Danville, CA

18h • $32 - $34 • 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. The role supports customers with learning about Compass, training on its tools and programs, marketing requests, and other needs, with a focus on delivering a high-quality customer experience. This position is 100% in-office at Compass’s Danville, California office at 760 Camino Ramon.

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.

Nice To Haves

• Previous experience in real estate.
• 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 and serve as their day-to-day contact for questions and issues through phone calls, emails, ZenDesk tickets, and in-person meetings.
• Promote adoption of Compass technology and related services through one-to-one support, strategic recommendations, presentations, and group training.
• Answer marketing questions and create collateral from templates, including listing presentations and postcards; act as a liaison to Marketing Advisors for more complex requests.
• Partner with the Onboarding team on the strategy and logistics for welcoming new customers, helping ensure their first weeks and months at Compass are smooth and support future success.
• Support projects such as new office openings, national initiatives, and new expansion or mergers and acquisitions activity.
• Collaborate with team members and departments to advocate for agents’ questions and feedback.
• Mentor Agent Experience Coordinators by answering questions, managing escalations, and providing front desk coverage when needed.
• Promote a positive and constructive culture and help inspire and empower others to create and implement change.

Benefits

• 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