Construction Customer Experience Coordinator

Job Description

Job Description

Customer Experience Coordinator - Construction

Job Overview

We are seeking a detail-oriented and customer-focused Customer Experience Coordinator to serve as the primary liaison between homebuyers and our construction team throughout the homebuilding process. From the initial pre-construction meeting through closing, the CEC ensures buyers remain informed, supported, and confident every step of the way.

This role combines customer service, project coordination, and construction process oversight. The ideal candidate thrives in a fast-paced environment, communicates effectively with multiple stakeholders, and enjoys helping customers navigate the exciting journey of building a new home.

Key Responsibilities

Customer Experience & Communication

• Serve as the primary point of contact for purchasers throughout the construction process.
• Provide regular progress updates and answer questions related to the homebuilding timeline.
• Guide buyers through key milestones, ensuring a clear understanding of their home's features and functionality.

Buyer Orientations & Meetings

• Schedule and lead important customer meetings, including:
• • Pre-Construction Orientation
  • Pre-Drywall Tour
  • New Home Orientation
  • Pre-Closing Orientation
  • Document and communicate any outstanding items or concerns identified during these meetings.

Construction Coordination

• Partner closely with Construction Managers, Warranty, and Contract & Closing teams to ensure homes remain on schedule.
• Verify selections and construction details during project updates and report discrepancies when identified.
• Monitor quality inspection reports and ensure outstanding items are addressed prior to buyer orientations.

Quality Assurance & Documentation

• Track and document deficiencies identified during buyer walkthroughs.
• Ensure corrections are completed prior to closing.
• Coordinate the transition of homes from construction completion to the warranty phase.

Closing & Post-Closing Support

• Work with the Contracts & Closing team during the final stages leading up to home closing.
• Coordinate post-closing inspections with the Warranty department to support long-term customer satisfaction.

Qualifications

Required Skills

• Strong communication and customer service skills
• Excellent organization, time management, and attention to detail
• Ability to manage multiple priorities in a fast-paced environment
• Problem-solving mindset with strong follow-through
• Professional demeanor and presentation
• Ability to work independently while collaborating with cross-functional teams
• Comfortable working in a digital, paperless workflow environment

Technical Skills

• Microsoft Office (especially Outlook)
• Construction management or project tracking systems such as:
• • Builders CMS
  • BuildPro
  • Similar construction software platforms

Experience

• Minimum 2 years of experience in a fast-paced role, preferably with direct customer interaction.
• Experience in construction, real estate, or homebuilding is a plus but not required.

Certifications

• OSHA 10-Hour Construction Certification required within 30 days of hire.