Client Experience Specialist

Nielson Construction; Sioux Falls (SD); On-site; USD 52,000 - 76,000; Full time

Benefits offered by this job

Medical insurance

Dental insurance

Vision insurance

401(k) with match

Life insurance

Paid time off

Referral bonus

Employee assistance program

Job summary

Nielson Construction seeks a Client Experience Specialist to manage the post-sale customer journey from contract to warranty completion. You will partner with Sales, Operations, and subcontractors to ensure commitments are documented and fulfilled, while guiding buyers through upgrades and scheduling impacts.

The role focuses on customer service, coordination, and clear communication to keep projects on track and customers informed throughout the homebuilding process.

Qualifications

• 3 to 5 years of experience in customer experience or related client-facing roles.
• Experience in residential construction or homebuilding is preferred.
• Strong communication and organization with ability to manage multiple priorities.

Responsibilities

• Be the primary post-sale contact for homebuyers, Operations, and Sales through closing.
• Guide buyers through upgrades and options, including pricing and scheduling effects.
• Respond promptly to questions, concerns, and service needs.
• Coordinate warranty concerns and service requests through resolution.
• Document and track selections, commitments, and approved changes in CRM.
• Ensure on-time, commitment-complete closing with cross-functional teams.

Skills

Client experience

Residential construction

Project coordination

Customer service

CRM software

Pricing & options

Tools

CRM system

Job description

Client Experience Specialist

Nielson Construction Sioux Falls, South Dakota, United States

About this position

Description:

Nielson Construction is looking for a client focused, detail driven individual to join the Service Operations team as a Client Experience Specialist! In this role, you will own the post-sale customer experience from purchase agreement through home warranty expiration. Serving as the primary point of contact for homebuyers and Realtors, you will guide upgrades, coordinate customer requests and commitments, and keep Sales and Operations aligned throughout the home purchasing journey. Working closely with the Transaction Coordinator, you will ensure every customer commitment is documented, communicated, and completed while helping each home reach an on-time, commitment-complete closing.

About Nielson Construction

For over 20 years, Nielson Construction has been a leader in the residential construction industry. Whether you're a new homeowner, a growing family, or a retiree looking for the perfect home, we'll help you find your happy place. Nielson Construction is located in Harrisburg, South Dakota.

Why Nielson Construction?

• Competitive pay that rewards excellent performance
• FREE Medical, Dental, and Vision Insurance for employees
• Fun annual events, like the Nielson Nine golf tournament and the company holiday party
• 401(k) with up to 5% match
• Time off with options beyond just PTO
• Free Long-Term Disability Insurance and a $50,000 life insurance policy
• Referral bonuses for our growing team
• Employee Assistance Program

Job Responsibilities

Client Experience, Options & Inside Sales

• Serve as the primary post-sale contact for homebuyers, Operations, and Sales teams through closing.
• Guide buyers through optional upgrades, and add-ons, including pricing and schedule impacts.

Customer Service & Warranty Support

• Respond promptly and professionally to customer questions, concerns, and service needs.
• Support homeowners throughout the home warranty period, helping them understand the process, expectations, and next steps.
• Receive, document, and coordinate warranty concerns and service requests through resolution.
• Work with Construction Operations, Service Operations, subcontractors, manufacturers, vendors, and other partners to address customer concerns.
• Coordinate inspections, repairs, scheduling, and follow-up while keeping homeowners informed of progress.
• Escalate significant or unresolved concerns and help identify recurring issues that may indicate opportunities to improve construction quality or processes.

Coordination & Communication

• Coordinate customer requests and commitments with Sales, Operations, vendors, and other internal partners.
• Manage the customer-facing change-order process, including feasibility, pricing, buyer approval, and communication.
• Maintain clear documentation and tracking of customer selections, requests, commitments, and approved changes.
• Help ensure customer commitments and outstanding items are completed before closing.

Documentation & Process Improvement

• Maintain accurate information in company CRM, project-management, and business systems.
• Support continuous improvement and standardization of the post-sale customer experience.

Requirements:

• 3 to 5 years of experience in customer experience, residential construction, new-home sales coordination, project coordination, or a comparable client-facing role.
• Strong communication, relationship-building, organization, and follow-through.
• Ability to manage multiple buyers, requests, deadlines, and priorities simultaneously.
• Comfort working with pricing, options, specifications, and change orders.
• Proficiency with spreadsheets and CRM/business software, with the ability to learn new systems.

Preferred Qualifications

• Experience in residential construction, homebuilding, or a semi-custom / configure-to-order environment.
• Familiarity with construction milestones, change-order management, or specification workflows.

This role is primarily an on-site, office-based role in Harrisburg, SD. Occasional visits to model homes or active job sites may be required.