About this Coordinator, Invoicing & Incentives role at Compass
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.
