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:
License/Certification:
- Real Estate License (Required)
Ability to Commute:
- Austin, TX 78735 (Required)
Work Location: In person
