Agent Experience and Office Manager - Los Gatos - Compass

From the morning essentials that get us started to the office space that inspires our productivity, the Agent Experience Manager is there to make it happen. Your expertise lies in your positivity, approachability, and execution abilities in a rapidly changing startup environment. As an Agent Experience Manager in Los Gatos, you are the first person our customers (agents) see when they walk into our office. You will oversee the management of the office to ensure everything is running smoothly and that our Compass office standards are being maintained as well as provide a wide rage of tactical and strategic product support.

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 questions and troubleshoot issues related to technology/devices, conference room hardware, enterprise systems, etc.
• Promote the adoption of Compass technology and adjacent services by providing customers with 1:1 support, strategic recommendations, and group training sessions
• 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
• Serve as the face of the office 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
• Champion Compass culture by planning and executing in-office and off-site meetings and events.
• Ensure facilities standards, security, and aesthetics are maintained by conducting daily quality-assurance walkthroughs, holding third-party vendors accountable to their scope of services, and coordinating office repairs/services.
• Answer and direct all incoming calls to the main reception line
• Provide ad-hoc administrative assistance as needed, such as sales meeting preparation, data entry, and office-wide communications
• Manage and execute the office’s standard operating procedures and tracking processes (including budgeting, Procurement, On-boarding, etc.).
• Follow appropriate regional procedures to process and track all customer (agent) commission checks, referrals, and CDAs.

What We're Looking For:

• BA/BS degree or equivalent practical experience
• 2-3 years of service experience with an emphasis on facilities, hospitality, corporate services, property management, or equivalent office management experience
• Experience at a startup or real estate brokerage preferred
• Previous experience in real estate is a plus
• Experience with Google Suite is a plus
• Previous experience working with enterprise technology (Zendesk, Salesforce, Confluence) is a plus
• Great listening skills, connect well with others and are empathetic of the customer’s pain points.
• Experience in providing administrative support in a professional work environment
• 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
• Articulate and polished communication style
• Friendly, warm personality
• Meticulous attention to detail, highly organized
• Demonstrated ability to quickly learn and master new software applications
• Ability to multitask, establish priorities, meet deadlines and make sound decisions
• Proactive and resourceful
• Ability to work in the office during standard operating hours
• Ability to lift up to 25 lbs

Please note: this role is 100% in-office.