Coordinator, Invoicing & Incentives

Compass • New York City, NY

14h • Onsite

About The Position

At Compass, our mission is to help everyone find their place in the world. Founded in 2012, we’re revolutionizing the real estate industry with our end-to-end platform that empowers residential real estate agents to deliver exceptional service to seller and buyer clients. We are looking for a Coordinator to join our Agent Invoicing & Incentives team. In this position, you will field all incoming phone call inquiries and support the larger team with Tier 1 and 2 email inquiries and tasks. You will also use these inquiries to identify trends and further develop analysis related to our agent-facing processes. You will play a critical role in the company's day-to-day operations, interacting daily with agents, internal teams, and external parties.

Requirements

• 2+ years of relevant experience in Customer Support preferred, not required.
• Bachelor’s degree preferred, not required
• Must excel in client-facing communication, both verbal and written
• Great active listening skills with a patient and empathetic attitude
• Adaptability and flexibility
• Team player with a collaborative spirit, cooperative attitude, and ability to work across multiple departments
• Excited to work in a fast-paced environment with an emphasis on addressing urgent situations

Responsibilities

• Answer incoming calls and return missed calls within appropriate SLAs
• Provide verbal wire verifications to third parties
• Assist customers with Tier 1 and 2 agent invoicing and incentives inquiries
• Triage and escalate calls outside of the scope of this line
• Provide accurate, satisfactory answers to their queries and concerns, or escalate to the appropriate team
• Resolve situations involving dissatisfied customers, offering patient assistance and support
• Guide callers through troubleshooting, navigating the company resources, or using the products or services related to agent invoicing and incentives
• Collaborate with other team members to improve customer service
• Provide management with identified common trends and agent feedback on our agent-facing programs based on customer experience
• Provide Tier 1 and 2 support to customers and stakeholders in response to inquiries regarding agent invoicing and incentives, when applicable
• Assist the team in keeping agent-inquiry response time to a minimum
• Take on tasks to ensure your team achieves key SLAs and OCRs, when applicable
• Assist with additional ad hoc requests and projects for the Agent Invoicing & Incentives team, if needed

Benefits

• Participation in our 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 (a support system for new parents)
• Carrot (fertility benefits)
• UrbanSitter (caregiver referral network)
• Employee Assistance Program
• pet insurance

What This Job Offers

• Job Type: Full-time
• Career Level: Entry Level
• Education Level: Associate degree