Agent Experience Manager
$58,240–$64,480 year
On-siteLos Angeles, California, United States
Job Summary
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 through 1:1 support, strategic recommendations, and group training sessions. Provide essential marketing support by creating collateral from templates and acting as the liaison to marketing specialists for complex requests. Partner with the Onboarding team on strategy and logistics for welcoming new customers, while supporting ongoing projects such as new office openings and Expansion/M&A activity. Serve as a mentor to Agent Experience Coordinators by managing escalations and championing feedback on behalf of agents. This role requires 2-3 years of experience in customer service or operations and is based in Brentwood, CA.
Required Qualifications
- 2-3 years of experience in customer service, training, office management, hospitality, or operations
- Ability to establish credibility with key agent decision-makers and influencers
- 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
- Skilled communicator with great interpersonal skills, ability to build and manage relationships
- Meticulous attention to detail, highly organized
- Ability to work in the office during standard operating hours
- Ability to lift up to 25 lbs
Desired Qualifications
- Previous experience in real estate a plus
- Previous experience with live or virtual training a plus
- Previous experience working with enterprise technology (Zendesk, Salesforce, Confluence) a plus
- Passion for supporting and serving agents trying to grow their businesses
- A passion for creating community within a space; you encourage in-office interaction, bonding and engagement
- Strong creative writing skills and eye for design
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