Agent Experience Manager

Position Purpose:

Responsible for helping the Agent Success Manager stay in front of the agents, support new agents, and improve agent productivity and retention. You will support our agents with everything including but not limited to understanding Compass, training on our tools and programs, and more. As an AEM you are passionate about your customers and delivering a world class experience.

The ideal candidate must be proactive, organized, outgoing, and energetic. An integral role for onboarding new agents to ensure a smooth transition to support recruiting goals. Responsible for identifying emerging support needs of agents as possible training topics.

Major Responsibilities:

• Onboarding & Movement
• Agent Support
• Agent Retention
• Sales Team Support
• Back-up Office Management
• EOS - Entrepreneurial Operating System

Major Responsibility: Onboarding & Movement

Supporting Actions:

Coordinate on/offboarding of Agents, Team Members, and Assistants with ASM and/or Strategic Growth Manager

Review and discuss SOI import support with New Hire (along with ASM), follow up as needed

Ensure that all post-onboarding tasks are completed, including transfer of any active listings

Share New Affiliation Email Template with new agents (from CMC), assist agent in sending to their SOI

Follow up to make sure bio and testimonials get submitted

Create and follow-up Movement project tasks involving agents, teams and assistants

Major Responsibility: Agent Support

Supporting Actions:

Work with ASM and agents to help facilitate the forming or changing of a team (including Team Members)

Once a team has been formed, work with Systems Manager to make sure that Principal Agent and all Team Members have access to all accounts, systems and tools.

Meet with agents who are hiring assistants to get all their details to pass on to the Systems Manager

Timely response to team distribution emails and Help Requests/Zendesk Tickets

Notary Service for Agents

Major Responsibility: Agent Retention - Stay in flow with ALL of your agents

Supporting Actions:

FORD/personal calls & notecards [business & personal recognition]

Active role as moderator of our internal/private Facebook group

Participate in weekly Monday Market Syncs

Engage with agents in the office to the extent possible

Major Responsibility: Sales Team Support

Supporting Actions:

1:1 meetings with agents for business support including hiring an assistant, database clean-up, AMP, team and assistant setups, learning and mastering new tools and platforms

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

Conduct 30-day and 60-day check-ins with new hires to ensure a successful transition

Coordinate meetings with ASM for: productivity and/or accountability needs, business planning, team and/or assistant planning

Keep Salesforce Agent CRM updated as needed

Support ASM-taught classes as needed

Promote agent development opportunities available and/or outside courses that may be relevant

Assist with quarterly review of agent production and identifying low producers

Management of ASM/AEM Google Calendars

Timely response to team distribution emails and Help Requests

Attend market & company-wide events and community involvement activities

Major Responsibility: Back-Up Office Management

Supporting Actions:

Greet walk-in traffic, make welcome signs, receive packages and checks

Establish and execute opening, closing, cleanliness, and security procedures for office

Handling of lease applications and checks that come into the office

Assist agents with obtaining marketing collateral and maintain the billing spreadsheet

Monitor and maintain office supplies, kitchen supplies, and marketing collateral inventory

Manage conference room schedule(s)

Maintain office organization and tidiness, check mail and deliver internally

Ensure printers are fully loaded with paper at all times

Install print drivers and resolve issues pertaining to your office network and printers

Major Responsibility: Agent Tech Support (as needed/on demand)

Supporting Actions:

Compass Platform

RA|RSA Tech platforms

Assist with new phone/device set-up

Google Drive and Gmail

Role Competencies

We have clearly defined role competencies so employees know exactly what is expected of them and how they should accomplish their job roles. The competencies focus on our culture and values. They do not establish baseline performance levels; rather they are used to raise the bar on employee performance. They provide employees with road maps to increase their capabilities incrementally. The competencies focus on how results are achieved rather than merely the end result.

Adaptability

Accepts criticism and feedback

Adapts to changes in the work environment

Changes approach or method to best fit the situation

Manages competing demands

Communication

Exhibits good listening and comprehension

Expresses ideas and thoughts in written form

Expresses ideas and thoughts verbally

Keeps others adequately informed

Selects and uses appropriate communication methods

Customer Service

Displays courtesy and sensitivity

Manages difficult or emotional customer situations

Meets commitments

Responds promptly to customer needs

Solicits customer feedback to improve service

Job Knowledge

Competent in required job skills and knowledge

Displays understanding of how job relates to others

Exhibits ability to learn and apply new skills

Keeps abreast of current developments

Requires minimal supervision

Uses resources effectively

Quantity

Achieves established goals

Completes work in a timely manner

Meets productivity standards

Strives to increase productivity

Teamwork

Balances team and individual responsibilities

Contributes to building a positive team spirit

Exhibits objectivity and openness to others' views

Gives and welcomes feedback

Puts success of team above own interests

Initiative

Asks for help when needed

Looks for and takes advantage of opportunities

Seeks increased responsibilities

Takes independent actions and calculated risks

Undertakes self-development activities

Volunteers readily

Qualification and Skills Required

• Good listening, interpersonal and customer service skills
• Highly organized and able to juggle multiple tasks simultaneously
• Familiar with Real Estate technology – MLS, Skyslope, Moxi, database systems
• Excellent verbal and written communication skills
• Ability to break complex subjects down in a clear concise way
• Sense of responsibility for the success of others
• Desire for our agents to be the most technical and professional in the industry
• Adaptable and flexible, while providing a sense of structure for the agents you are supporting
• Enthusiastic about technology

Prerequisites

• Experience working with people in a customer service/training role
• Demonstrated proficiency in a wide variety of technology tools and platforms, prefer real estate related
• Ability and willingness to learn quickly and embrace new technologies
• Preferred experience with online learning management systems
• Preferred experience with project management software
• Preferred experience designing web-based course content
• Understanding of brokerage transaction preferred
• Impeccable integrity
• Preferred but not required Texas Real Estate License

Job Type: Full-time

Pay: From $70,000.00 per year

Benefits:

• 401(k)
• Health insurance
• Paid time off

Supplemental Pay:

• Bonus opportunities

License/Certification:

• Real Estate License (Required)

Ability to Commute:

• Austin, TX 78735 (Required)

Work Location: In person

Salary : $70,000