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 company’s end-to-end platform supports residential real estate agents in delivering exceptional service to buyers and sellers. This role is 100% onsite at the Peoria, Illinois office. The Manager of Agent Experience is the primary contact for customers joining Christie's International Real Estate and serves as their ongoing account manager. The role supports customers with understanding the brand, training on tools and programs, marketing requests, and other needs, with a focus on providing a world-class customer experience. The position also supports local employee enablement, customer onboarding, technology adoption, marketing, and regional and national initiatives. The Manager collaborates with internal teams, advocates for agents, mentors Agent Experience colleagues, and contributes to a positive, constructive workplace culture.
Requirements
- 3–5 years of experience in customer service, office management, hospitality, or operations.
- Ability to work in the office during standard operating hours.
- Passion for supporting agents as they grow their businesses.
- Ability to establish credibility with key agent decision-makers and influencers.
- Strong listening skills, empathy, and ability to connect with others and understand customer pain points.
- 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.
Nice To Haves
- Previous experience in real estate.
- Experience delivering live or remote training.
- Experience working with enterprise technology such as Zendesk, Salesforce, or Confluence.
- Passion for creating community and encouraging in-office interaction, bonding, and engagement.
Responsibilities
- Manage a portfolio of high-touch customers as their day-to-day contact for questions and issues by phone, 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 adoption of technology and related services through individual support, strategic recommendations, and group training.
- Lead ongoing national and regional projects, product and program adoption, strategic 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 more 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 advocate for agents’ questions and feedback.
- Mentor Agent Experience Managers and Coordinators, answer their questions, and manage escalations.
- Promote a positive and constructive culture while helping create and implement change.
Benefits
- Incentive programs that 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 and professional growth opportunities.
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What This Job Offers
Job Type
Full-time
Career Level
Manager
Education Level
No Education Listed
