Analyst/Associate, Agent Experience & Support-Non Exempt

At Compass, we envision a world where the experience of selling or buying a home is simple, efficient, and pleasant for everyone. Founded in 2012, Compass provides an end-to-end platform that empowers residential real estate agents to deliver exceptional service to their seller and buyer clients, all in service of our mission to help everyone find their place in the world. 

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.

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, ZenDesk tickets, and in-person meetings.
• Promote the adoption of Compass technology and adjacent services by providing customers with 1:1 support, strategic recommendations, presenting at meetings, and conducting 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 Advisors for more complex support requests.
• Partner with the Onboarding team on strategy and logistics for welcoming new customers to Compass. This role is primarily responsible for ensuring a newcustomer'ss first weeks and months at Compass are smooth and set them up for future success with the brokerage. 
• 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, and providing coverage for front desk services when needed.
• Be a culture carrier who inspires and empowers those around you with a positive and constructive approach to creating and implementing change

What We're Looking For:

• 2-3 years of experience in customer service, training, office management, hospitality, or operations
• Previous experience in real estate 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

Compensation: The base pay range for this position is $32-34.25/hr. Base pay offered may vary depending on job-related knowledge, skills, and experience. Base pay is based on market location. The minimum wage for the position will always be met.