Agent Experience Manager
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 deliver exceptional service to 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 in understanding Compass, learning its tools and programs, handling marketing requests, and receiving a high-quality experience. This position is 100% in office in Houston, Texas, at 24275 Katy Fwy.
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.
- Passion for creating community and encouraging 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 by phone, email, 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 connecting 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 team members and departments to advocate for agents' questions and feedback.
- Welcome guests, answer the office phone line, manage mail distribution, and provide first-line support for office-related needs.
- Help maintain the office's appearance and organization, manage supply inventory, and escalate facilities issues.
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.
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What This Job Offers
Job Type
Full-time
Career Level
Mid Level
Education Level
No Education Listed
