Agent Experience Manager
Posted Updated
Description
- As an Agent Experience Manager, you are the first person our customers meet when they join Compass and will be their account manager from that day forward
- You will support our customers with everything, including but not limited to understanding Compass, training on our tools and programs, assisting with marketing requests, and more. As an AEM, you are passionate about your customers and delivering a world-class experience
- Manage a portfolio of high-touch customers by serving as their day-to-day contact for questions and issues via phone calls, emails, and in-person meetings
- Promote the adoption of Compass technology and adjacent services by providing customers with 1:1 support, strategic recommendations, and group training sessions
- Provide essential marketing support by answering questions, creating collateral from templates including listing presentations and postcards, and being the liaison to marketing specialists for more complex support requests
- Partner with the Onboarding team on strategy and logistics for welcoming new customers to Compass
- Support ongoing projects such as new office openings, national initiatives, and new Expansion/M&A activity
- Work collaboratively with other team members and departments to champion questions and feedback on behalf of the agent
- Serve as a mentor to Agent Experience Coordinator(s) by being available for questions and managing escalations
- Strong problem-solving and analytical skills, allowing you to adapt and formulate solutions quickly
- The ability to establish credibility with key agent decision-makers and influencers
- Skilled communicator with great interpersonal skills, ability to build and manage relationships
- Passion for supporting and serving agents trying to grow their businesses
- Previous experience working with enterprise technology (Zendesk, Salesforce, Confluence) a plus
- Ability to work in the office during standard operating hours
- Ability to lift to 25 lbs
- Great listening skills, connects well with others, and is empathetic to the customer’s pain points
- Strong creative writing skills and eye for design
- Previous experience with live or virtual training a plus
- 2-3 years of experience in customer service, training, office management, hospitality, or operations
- Meticulous attention to detail, highly organized
- A passion for creating community within a space; you encourage in-office interaction, bonding, and engagement
- Previous experience in real estate a plus