Coordinator, Invoicing & Incentives
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
Highly collaborative and supportive culture with a close-knit, ego-free team environment.
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.
Do your best work, be your authentic self.
At Compass, we believe that everyone deserves to find their place in the world — a place where they feel like they belong, where they can be their authentic selves, where they can thrive. Our collaborative, energetic culture is grounded in our Compass Entrepreneurship Principles and our commitment to diversity, equity, inclusion, growth and mobility. As an equal opportunity employer, we offer competitive compensation packages, robust benefits and professional growth opportunities aimed at helping to improve our employees' lives and careers.
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