Job Description

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