Customer Experience & Office Manager (Bilingual Spanish Required)

Schedule

Full-Time
Monday–Friday
Occasional Saturday availability required for business needs and office coverage

Position Summary

Fence Direct is seeking a highly organized, customer-focused Customer Experience & Office Manager to oversee customer communication, installation coordination, permitting, office administration, and team support. This individual will serve as the communication hub between customers, sales representatives, installers, office staff, and leadership to ensure projects move smoothly from sale to completion.

The ideal candidate thrives in a fast-paced environment, communicates exceptionally well, solves problems proactively, and remains calm under pressure. This position offers growth opportunities for individuals interested in developing leadership responsibilities as the company continues to expand.

Responsibilities

Customer Experience & Communication

Deliver exceptional customer service and maintain strong customer relationships.
Manage customer concerns, complaints, and escalations professionally and efficiently.
Communicate project updates, scheduling changes, and installation timelines to customers.
Ensure customers receive a positive experience from contract signing through project completion.

Installation Coordination & Permitting

Coordinate installation schedules and communicate with customers, installers, and management.
Process, submit, and track permit applications and related documentation.
Monitor project progress and proactively communicate updates, delays, or changes.
Help resolve installation-related issues and scheduling conflicts.

Office Operations & Administration

Maintain accurate customer records, project documentation, and office systems.
Support daily office operations and administrative functions.
Manage office procedures and help improve workflow efficiency.
Assist with office coverage, scheduling, and administrative support as needed.

Team Support & Leadership

Provide day-to-day guidance, training, and support to office personnel as assigned.
Assist leadership in maintaining accountability, communication, and operational efficiency.
Support onboarding, recruiting coordination, and administrative HR processes.
Cross-train and provide coverage for customer service, inside sales, scheduling, permitting, and other office functions as business needs require.

Qualifications

Required

Fluent in English and Spanish.
3+ years of experience in office management, customer service, operations coordination, dispatching, or administrative leadership.
Excellent verbal and written communication skills.
Strong customer service, conflict-resolution, and problem-solving abilities.
Highly organized with strong attention to detail.
Ability to multitask and prioritize in a fast-paced environment.
Proficiency with Google Workspace, CRM systems, and office software.

Preferred

Experience in fencing, construction, roofing, landscaping, home services, or related industries.
Experience coordinating installation crews or service teams.
Experience with permitting and scheduling.
Previous supervisory or team leadership experience.

What Success Looks Like

Customers receive timely communication and outstanding service.
Installation schedules and permits are managed efficiently.
Customer concerns are resolved quickly and professionally.
Office operations run smoothly with strong communication across departments.
Team members are supported, informed, and accountable.

Fence Direct is looking for a dependable professional who takes ownership, communicates exceptionally well, and is committed to delivering an outstanding experience for both customers and team members.

Learn more about this Employer on their Career Site