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 the face of the office by welcoming guests, answering the office phone line, managing mail distribution, providing first-line support for office-related needs; assisting with the overall appearance and organization of the office, maintaining supply inventory, and escalating facilities issues
- Meticulous attention to detail, highly organized
- Strong creative writing skills and eye for design
- Passion for supporting and serving agents trying to grow their businesses
- 2-3 years of experience in customer service, training, office management, hospitality, or operations
- Ability to lift up to 25 lbs
- A passion for creating community within a space; you encourage in-office interaction, bonding and engagement
- Great listening skills, connects well with others, and is empathetic of the customer’s pain points
- 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
- Previous experience in real estate a plus
- Ability to work in the office during standard operating hours
- Previous experience with live or remote training a plus
- Previous experience working with enterprise technology (Zendesk, Salesforce, Confluence) a plus