Homeowner and Build Communications Coordinator

About the Role

Building a home is more than a construction project; it is the realization of a family’s dream. Along the way, homeowners want to feel informed, supported, and confident that their home is progressing as expected. As the Homeowner and Build Communications Coordinator, you will guide homeowners through the building journey, providing regular updates, answering questions, celebrating milestones, and helping create an exceptional experience from the day they sign their contract until the day they receive their keys.

The ideal candidate combines warmth, organization, and initiative. Your ability to build relationships, communicate clearly, and bring peace of mind to homeowners will be just as important as your ability to manage details and understand timelines. This position is based in our Auburn, Alabama office and reports to the Director of Build Experience.

Key Responsibilities

• Serve as the homeowner’s primary point of contact during construction
• Provide weekly updates to homeowners, set clear expectations, and address concerns promptly
• Answer homeowner questions about plans, selections, inspections, and timelines
• Coordinate homeowner onboarding, milestone updates, walkthroughs, and closing handoffs
• Maintain accurate communication records and ensure consistent messaging across the team
• Partner with internal teams to resolve issues and improve the homeowner experience

Qualifications

• Three or more years of customer service, customer success, communications, project coordination, construction administration, or related experience required
• Proficiency with Microsoft Office, CRM systems, and project management software
• Comfortable learning technical construction terminology and documentation
• Residential construction or homebuilding experience preferred
• Familiarity with Buildertrend or a similar construction management platform preferred
• Experience reading residential construction plans and specifications preferred
• Customer experience or homeowner relations background preferred
• Experience working with scheduling, selections, purchasing, or construction operations teams preferred

Required Skills

• Exceptional verbal and written communication skills
• Strong organizational and time management abilities
• Ability to manage multiple priorities and a high volume of homeowner interactions
• Strong problem solving and research skills

What Success Looks Like

The successful candidate will

• Communicate proactively and consistently with homeowners
• Build trust through responsiveness, professionalism, and accuracy
• Navigate difficult conversations with composure and empathy
• Quickly learn how to locate information across plans, schedules, specifications, and selections
• Maintain positive homeowner relationships during one of the largest investments customers will make
• Balance customer advocacy with company processes and operational requirements
• Represent the company professionally while reinforcing a one team culture

Key Traits

• Organized and detail oriented
• Calm under pressure
• Customer focused
• Thick skinned and resilient
• Curious and resourceful
• Team oriented
• Strong communicator
• Process minded
• Self directed and accountable

Physical Requirements

• Ability to sit and work at a computer for extended periods
• Occasional visits to active job sites for homeowner walkthroughs and milestones, including walking on uneven ground
• Ability to occasionally lift and carry up to 25 pounds
• Reliable attendance during scheduled office hours

Compensation and Benefits

• $50,000.00 to $60,000.00 per year, based on experience
• Full time, Monday through Friday, 8:00 a.m. to 5:00 p.m. Central Time
• Health, dental, vision, and life insurance
• 401(k) with a 4% company match
• Paid time off