Job Description: Customer Experience Associate

Location: Conroe, TX

Company: Manuel Builders

Reports to: Operations & Purchasing Agent

SUMMARY

This full-time role of a bi-lingual front-office coordination and operational administrative support. You will represent the company at the front desk, manage the office environment, and own critical processes related to permitting, site evaluations, and customer experience. This role requires a professional who is people-oriented, organized, and fluent in both English and Spanish.

KEY PERFORMANCE INDICATORS (KPIs)

• Customer Experience Execution: 100% accuracy in in-office homeowner interactions.
• Lead Response Coverage: 100% backup OSC coverage fulfilled with response times under 1 business day.
• Office Readiness: Maintain 95% readiness score (cleanliness/supplies) with zero stockouts of essential supplies.
• Task Completion: 98% on-time completion of permitting and production dashboard updates.

KEY RESPONSIBILITIES

Bilingual Reception & Office Management

• Greet all visitors, homeowners, vendors, and team members promptly and warmly.
• Answer and route incoming calls, addressing inquiries in both English and Spanish.
• Maintain a clean, professional, and welcoming "state-of-the-art" office environment.
• Manage office supply inventory and coordinate cleaning/maintenance vendors.
• Manage calendars and meeting schedules for regional managers and employees.

Permitting & Operations Support

• Own the Permitting Process: Prepare, submit, and follow up on all permits for production jobs (online, mail, and physical drop-offs).
• Site Evaluation Management: Own the entire site evaluation process, including ordering geotechnical tests and quoting/starting site work.
• Data Management: Update client dashboards, maintain regional logs (closings, customer notes), and ensure accurate record-keeping in the CRM.
• Production Support: Support file organization and documentation in partnership with the Production Support Administrator.
• Production Change Orders: Create production change orders in client software and manage follow-up communications between departments.

Online Sales Call (OSC) Support

• Serve as the secondary point of contact for Online Sales leads in the local market.
• Provide backup to the central Online Sales Consultant during time off or high-volume periods.
• Monitor digital inquiries and ensure prompt follow-up to maintain response time goals.
• Assist in setting and confirming appointments for local New Home Specialists as needed.

Customer Experience Coordination

• Coordinate homeowner-facing events, meet-the-builder gatherings, or holiday activities with in-house and corporate marketing team
• Attend events when needed, may occasionally require after-hours participation
• Serve as a back-up to assist Sales and Design Coordinator teams when teams hit a back log, when available to ensure clients are moving through the pipeline in a timely manner. 

Handoff and Closing Coordination

• Prepare handoff folders and documents per home 
• Prepare closing statements, packets, gifts (including ordering), etc. for closing day per home
• Coordinate final draws and other payments with lenders, title companies and internal teams

Qualifications

• Bilingual: Fluent in English and Spanish (Written and Verbal) is required.
• Experience: Previous experience in office administration, permitting, or a professional receptionist role preferred.
• Skills: Strong proficiency in CRM software, Microsoft Office, and digital scheduling tools.
• Traits: High level of organization, proactive problem-solving, and a "hospitality-first" mindset.

What We Offer:

• Competitive pay aligned with ADP and national builder standards.
• Full benefits, including health, dental, and vision insurance.
• 401(k) plan with company matching after one year.
• Paid Time Off (PTO) that accrues during the first year and increases after the second year.
• A dynamic, collaborative, and customer-centric work environment.

Apply Today:
 Be part of a team that is as dedicated to its employees as it is to its customers. Join us in our mission to build homes—and relationships—that last a lifetime.