Agent Experience Manager

Compass • Mandeville, LA

12d • Onsite

About The Position

Compass is seeking an Agent Experience Manager (AEM) to serve as the primary day-to-day contact and account manager for real estate agents who join Compass. The role supports agents with understanding Compass, training on its tools and programs, marketing requests, and other needs, with a focus on delivering a world-class 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 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 virtual training.
• Previous experience with enterprise technology such as Zendesk, Salesforce, or Confluence.

Responsibilities

• Manage a portfolio of high-touch customers and handle 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.
• Provide marketing support, including answering questions and creating collateral from templates such as listing presentations and postcards; connect customers with marketing specialists for more 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 M&A activity.
• Collaborate with other team members and departments to advocate for agents’ questions and feedback.
• Mentor Agent Experience Coordinators, answer their questions, and manage 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.
• Professional growth opportunities.

What This Job Offers

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