Manager, Agent Experience (Christie's International Real Estate)

At Compass, our mission is to help everyone find their place in the world. Founded in 2012, we’re revolutionizing the real estate industry with our end-to-end platform that empowers residential real estate agents to deliver exceptional service to seller and buyer clients.

*This role is 100% onsite at the Peoria, IL office*

As a Manager of Agent Experience, you are the first person our customers meet when they join Christie's International Real Estate and will be their account manager from that day forward. You will support our customers with everything, including but not limited to understanding Christie's International Real Estate, training on our tools, programs, assisting with marketing requests, and more. As a Manager of Agent Experience, you are passionate about your customers and delivering a world-class experience.

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, including supporting onboarding/training of new Agent Experience employees
• Act as a local subject matter expert and promote the adoption of 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 escalations
• 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:

• 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 influencers
• Great listening skills, connect well with others, and are empathetic to the customer's 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