Customer Experience Advisor Lakewood Ranch

POSITION SUMMARY: The CEA is to be the primary point of contact for the Purchaser during the construction 
process, from scheduling of the Pre-Construction meeting until closing.  They are in fact an advisor and will always 
act in the best interest of both the Purchaser and Kolter Homes, within the terms of the contract and according to 
Kolter policies and procedures. 

ESSENTIAL DUTIES AND RESPONSIBILITIES: 
• Responsible for scheduling and conducting the Pre-Construction Orientation with the Purchaser 
• Providing bi-weekly updates to Purchaser after the Pre-Construction Orientation has been conducted 
• Responsible for scheduling and conducting the Pre-Drywall Tour with the Purchaser 
• Responsible for verifying selections in the home during updates and inputting lot issues when discrepancies are 
found 
• Responsible for coordinating with Construction, Warranty, and Contract & Closing department to ensure both 
Purchaser and Inventory homes are tracking for QAI inspections 
• Answer ongoing questions and provide updates to Purchaser throughout construction process 
• Monitor the QAI Inspection report to ensure completion by the CM. Items from the QAI that are not complete 
are to be put on the NHO List prior to the start of the orientation 
• Conduct the NHO (New Home Orientation) with the Purchaser to document deficiencies, ensure that they fully 
understand the functionality of the home 
• Conduct the PCO (Pre-Closing Orientation) with the Purchaser to document any outstanding items not yet 
complete prior to closing 
• Document deficiencies discovered during the NHO/PCO Orientations, and provide documentation to the 
Purchaser, Construction team, and Warranty Departments 
• Track and confirm with Construction Managers that all discrepancies discovered at the New Home Orientation, 
including but not limited to final clean up, are corrected and complete prior to Pre-Closing Orientation and 
Closing of the home 
• Work directly with the Contract & Closing Department and Purchaser during the final stages of construction of 
the home, until closing 
• Ensure the primary and anniversary post-closing inspections are scheduled at the PCO with a Warranty 
Representative 
• Manage the transition of new homes from Construction to Warranty 

SUPERVISORY RESPONSIBILITIES: 
• No supervisory responsibilities are required for this position 

REQUIRED JOB KNOWLEDGE, SKILLS, AND ABILITIES: 
• Excellent analytical, creative thinking, problem-solving, interpersonal, organizational, project management and 
time management skills   
• Manage multiple priorities in a timely and professional manner with strong attention to detail with limited 
supervision.   
• Demonstrate commitment to integrity, company values, customer-focus, and established policies and 
procedures.   
• Display professional appearance and manner 
• Work in a paperless environment and maintain detailed tracking information of workflow (in databases or other 
electronic systems)     

• Effectively and professionally communicate (in oral and written form) with internal and external customers. 
• Interpret a variety of instructions furnished in written, oral, diagram or schedule form 
• Ability to complete hands-on company training course certifications as outlined by the Director of Construction 
within the area   
• Ability to Learn or possess basic knowledge on the below is required: 
o Builders CMS  
o BuildPro  
o Any other company-based software  
o Microsoft Office Outlook  

EDUCATION AND/OR EXPERIENCE: 
• Minimum of two years’ experience in a fast-paced position, preferably with customer interfacing experience 
• OSHA 10-hour Certification – within 30 days of start