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.
We are looking for a Coordinator to join our Agent Invoicing & Incentives team. In this position, you will field all incoming phone call inquiries and support the larger team with Tier 1 and 2 email inquiries and tasks. You will also use these inquiries to identify trends and further develop analysis related to our agent-facing processes. You will play a critical role in the company's day-to-day operations, interacting daily with agents, internal teams, and external parties.
At Compass, You Will:
- Answer incoming calls and return missed calls within appropriate SLAs
- Provide verbal wire verifications to third parties
- Assist customers with Tier 1 and 2 agent invoicing and incentives inquiries
- Triage and escalate calls outside of the scope of this line
- Provide accurate, satisfactory answers to their queries and concerns, or escalate to the appropriate team
- Resolve situations involving dissatisfied customers, offering patient assistance and support
- Guide callers through troubleshooting, navigating the company resources, or using the products or services related to agent invoicing and incentives
- Collaborate with other team members to improve customer service
- Provide management with identified common trends and agent feedback on our agent-facing programs based on customer experience
- Provide Tier 1 and 2 support to customers and stakeholders in response to inquiries regarding agent invoicing and incentives, when applicable
- Assist the team in keeping agent-inquiry response time to a minimum
- Take on tasks to ensure your team achieves key SLAs and OCRs, when applicable
- Assist with additional ad hoc requests and projects for the Agent Invoicing & Incentives team, if needed
What We're Looking For:
- 2+ years of relevant experience in Customer Support preferred, not required.
- Bachelor’s degree preferred, not required
- Must excel in client-facing communication, both verbal and written
- Great active listening skills with a patient and empathetic attitude
- Adaptability and flexibility
- Team player with a collaborative spirit, cooperative attitude, and ability to work across multiple departments
- Excited to work in a fast-paced environment with an emphasis on addressing urgent situations
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.
Notice for California Applicants
Los Angeles County Fair Chance Notice
Compass New York, New York, USA Office
90 Fifth Avenue, New York, NY, United States
Compass New York, New York, USA Office
New York, United States
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