Coordinator, Invoicing & Incentives

Summary

Join Compass's Agent Invoicing & Incentives team as a Coordinator! You will handle incoming calls and emails, providing Tier 1 and 2 support to agents and stakeholders regarding invoicing and incentives. Responsibilities include resolving customer issues, troubleshooting, and collaborating with team members to improve service. You will also analyze inquiries to identify trends and provide feedback on agent-facing programs. This role requires excellent communication and active listening skills, adaptability, and a collaborative spirit. The ideal candidate will thrive in a fast-paced environment and be comfortable addressing urgent situations.

Requirements

• 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

Responsibilities

• 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

Preferred Qualifications

• One to two (1-2) years of relevant experience in Customer Support preferred, not required
• Bachelor’s degree preferred, not required

Benefits

• 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