Customer Experience Advisor

The Customer Experience Advisor (CEA) serves as the primary point of contact for customers post-contract, providing regular updates, managing communications, and conducting walkthroughs to ensure a seamless building experience. This field-oriented role requires strong customer service skills, construction knowledge, and the ability to proactively identify and address issues.

Key Responsibilities

1. Customer Advocacy and High-Touch Communication
   • Act as an advocate for homeowners, proactively communicating throughout the building process.
   • Manage both scheduled and ad hoc communications to keep homeowners updated on milestones and answer inquiries, ensuring they feel well-informed from contract signing to move-in.
   • Perform regular, proactive outreach to schedule meetings, such as initial contact after permit issuance and regular construction status updates.
2. Workflow and Milestone Management
   • Initiate contact with the homeowner post-sale, confirming that the CEA will be their primary contact throughout the process.
   • Review design and construction selections with homeowners early to address any potential misunderstandings before construction begins.
   • Provide regular updates, possibly bi-weekly, including status reports and photos, helping homeowners stay informed about the build’s progress.
   • Conduct walkthroughs with homeowners at key construction stages, culminating in a final walkthrough before closing.
3. Field-Focused, Hands-On Role
   • Primarily work in the field, assessing properties for issues and performing minor fixes to enhance home presentation, such as cleaning windows or addressing small aesthetic issues.
   • Conduct frequent walkthroughs, identifying and reporting issues to the construction manager, ensuring any concerns are resolved before homeowners move in.
4. Coordination with Construction Managers
   • Maintain close communication with the construction manager, reporting identified issues and assisting in minor resolutions to help them focus on other field duties.
   • Act as a liaison to reduce the construction manager’s workload, especially with homeowner communication, by handling updates and problem reporting directly.
5. Basic Construction Knowledge
   • Understand basic construction concepts to accurately discuss updates and address questions from homeowners.
   • Ideal candidates might come from a background in construction coordination, remodeling, or a similar client-facing role with some construction exposure.
6. Handling Change Orders and Adjustments
   • Occasionally manage minor change orders, such as swapping out faucets, which are handled through a standardized process involving sales and design teams.
   • The CEA and construction manager are informed of any approved changes, ensuring smooth implementation without major delays.