Manager, Agent Experience (Christie's International Real Estate)
About The Position
At Compass, the mission is to help everyone find their place in the world. The Manager of Agent Experience is the first point of contact for customers joining Christie's International Real Estate and serves as their account manager. The role supports customers with understanding the company, learning its tools and programs, marketing requests, and other needs, with a focus on delivering a high-quality customer experience. This position is 100% onsite at the Peoria, Illinois office and requires working during standard operating hours. The manager supports a portfolio of high-touch customers, local employee enablement, customer adoption of technology and services, ongoing strategic projects, marketing support, and onboarding. The role also mentors Agent Experience colleagues, handles escalations, and promotes a positive, collaborative workplace culture.
Requirements
- 3–5 years of experience in customer service, office management, hospitality, or operations.
- Passion for supporting agents as they 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, and ability to build and manage relationships.
- Ability to multitask and thrive in a demanding, fast-paced environment.
- Ability to work in the office during standard operating hours.
Nice To Haves
- Previous real estate experience.
- Experience with live or remote training.
- Experience working with enterprise technology such as Zendesk, Salesforce, or Confluence.
Responsibilities
- Manage a portfolio of high-touch customers as their day-to-day contact for questions and issues through phone calls, email, and in-person meetings.
- Support local employee enablement, including onboarding and training new Agent Experience employees.
- Serve as a local subject matter expert and encourage technology and service adoption through individual support, strategic recommendations, and group training.
- Lead ongoing national and regional projects, product and program adoption, strategic and customer-focused initiatives, and new expansion or M&A activity.
- Provide marketing support by answering questions and creating listing presentations, postcards, and other collateral; connect customers with marketing specialists for complex requests.
- Partner with the Onboarding team on the strategy and logistics for welcoming new customers to Compass.
- Collaborate with team members and departments to represent agents' questions and feedback.
- Mentor Agent Experience Managers and Coordinators, answer questions, and manage escalations.
- Promote a positive, constructive culture and support change initiatives.
Benefits
- Incentive programs, which may include eligible cash, equity, or commissions.
- Paid vacation, holidays, sick time, parental leave, and recharge leave.
- Medical, telehealth, 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
Manager
Education Level
No Education Listed
