Agent Experience Manager

Compass • Libertyville, IL

6d • 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 understanding Compass, training on its tools, programs, and marketing requests, with a focus on delivering a high-quality customer experience. The position manages a portfolio of high-touch customers and works across teams to support agents and company initiatives. The role requires working in the office during standard operating hours and the ability to lift up to 25 lbs.

Requirements

• 2–3 years of experience in customer service, 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, with the ability to build and manage relationships.
• Meticulous attention to detail and strong organization 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 delivering 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 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 listing presentations, postcards, and other collateral, and connecting customers with marketing specialists for more complex requests.
• 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 and M&A activity.
• Collaborate with team members and departments to communicate agents’ questions and feedback.
• Mentor Agent Experience Coordinator(s), answer their questions, and manage escalations.
• Contribute to a positive, constructive culture and help implement change.

Benefits

• Competitive compensation packages and 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