Customer Success Specialist

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.

Please note: This role is 100% in-office based in Pasadena, CA; the official job title for this internally is Agent Experience Manager.

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 managing the office, 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:

• Be present in the office with a service-minded attitude as you field questions and resolve issues big and small via phone calls, emails, and in-person meetings


• Provide basic marketing support by answering questions, creating collateral from templates such as listing presentations and postcards, and being the liaison to marketing specialists for more complex support requests


• Answer basic questions and troubleshoot issues related to technology/devices, conference room hardware, enterprise systems, etc.


• Serve as the face of Compass by welcoming guests, managing mail distribution, facilitating in-office event setup, and providing first-line support for office-related needs; responsible for the overall appearance and organization of the office, maintaining supply inventory, and escalating facilities issues


• Provide ad-hoc administrative assistance as needed, such as sales meeting preparation, data entry, and office-wide communications


• Promote the adoption of Compass technology and adjacent services by providing customers with 1:1 support, strategic recommendations, and group training sessions


• Partner with the National 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


• Support ongoing projects such as new office openings, national initiatives, and new Expansion/M&A activity


• 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, hospitality, or operations


• Previous experience in real estate 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, connects well with others, and is empathetic of 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


• Meticulous attention to detail, highly organized


• Strong creative writing skills and eye for design


• Ability to work autonomously and possesses a strong bias towards action


• Ability to work in the office during standard operating hours


• Ability to lift up to 25 lbs

Compensation:

The base pay range for this position is $28 - $30 hourly; 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. Minimum wage for the position will always be met.

Perks that You Need to Know About:

Participation in our incentive programs (which may include eligible cash, equity, or commissions). Plus paid vacation, holidays, sick time, parental leave, and recharge leave; medical, tele-health, dental and vision benefits; 401(k) plan; flexible spending accounts (FSAs); commuter program; life and disability insurance; Maven (a support system for new parents); Carrot (fertility benefits); UrbanSitter (caregiver referral network); Employee Assistance Program; and pet insurance.

Do your best work, be your authentic self.

At Compass, we believe that everyone deserves to find their place in the world — a place where they feel like they belong, where they can be their authentic selves, where they can thrive. Our collaborative, energetic culture is grounded in our Compass Entrepreneurship Principles and our commitment to diversity, equity, inclusion, growth and mobility. As an equal opportunity employer, we offer competitive compensation packages, robust benefits and professional growth opportunities aimed at helping to improve our employees' lives and careers.