Senior Agent Experience Manager

*Please note this role is on-site at the Westhampton Beach office*

As a Senior 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 a Sr AEM, you are passionate about your customers and delivering a world-class experience.

At Compass, you will:

• 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
• Support local employee enablement efforts, ts including supporting onboarding/training of new Agent Experience employees
• Act as a local subject matter expert and promote the adoption of Compass technology and adjacent services by providing customers with 1:1 support, strategic recommendations, and group training sessions.
• Lead ongoing projects such as overseeing national and regional projects, driving adoption of our products and program, strategic & customer-centric initiatives, and new Expansion/M&A activity
• Provide essential marketing support by answering questions, creating listing presentations, postcards, and other collateral, 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
• 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 Managers & Coordinator(s) by being available for questions and managing escalation.s
• Be a culture carrier who inspires and empowers those around you with a creative and constructive approach to creating and implementing change

WhatWe'ree Looking For:

• 3-5 Years of experience in customer service, office management, hospitality, or operations
• Previous experience in real estate is a plus
• Previous experience with live or remote 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
• The ability to establish credibility with key agent decision-makers and influence customers; strong listening skills, the ability to connect well with others, and empathy for customers' pain points.
• A passion for creating community within a space; you encourage in-office interaction, bonding, and engagement
• 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
• Has multitasking down to a science and thrives in a demanding, fast-paced environment
• Can thrive in a demanding, fast-paced environment
• Ability to work in the office during standard operating hours

Compensation: The base pay range for this position is $73,900-$82,100; however, base pay offered may vary depending on job-related knowledge, skills, and experience. Bonuses and restricted stock units may be provided as part of the compensation package, in addition to a full range of benefits. Base pay is based on market location. The minimum wage for the position will always be met.