Builder Success Coordinator

The Builder Success Coordinator supports Phoenix Systems' builder partners across the entire lifecycle, assisting with onboarding, community setup, launch preparation, and daily operations. Serving as a central point of contact, this role facilitates clear communication and coordinates scheduling, service support, system updates, and departmental reporting. They work closely with Builder Development, Sales, Operations, and Customer Success to prepare internal teams and ensure communities launch smoothly. Through hands-on follow-up and product support, the coordinator ensures builder requests are executed efficiently and relationships are maintained.

Essential Duties and Responsibilities:

• Builder Onboarding & Launch: Lead the onboarding and kickoff process for new builders and communities, coordinating plans, bids, and cross-functional team readiness.
• Relationship & Service Management: Act as the primary liaison for assigned builders, addressing daily inquiries, resolving operational issues, and attending builder community events as needed.
• Training & Partner Support: Assist in developing materials and conducting product and technical training for builder designers, field reps, and partner teams.
• Schedule & Readiness Tracking: Coordinate project timelines, monitor jobsite readiness, and assist with scheduling to ensure builder commitments and service needs are met.
• System & Data Maintenance: Maintain accurate community records, product configurations, part numbers, and builder data in the CRM and internal operating systems.
• Reporting & Account Growth: Track department KPIs and builder metrics to identify opportunities for revenue growth, improved builder satisfaction, and retention.
• Perform other duties as assigned.

Qualifications and Education Requirements:

• Minimum 2 years of experience in builder services, scheduling, account management, project coordination, customer service, construction administration, operations support, or related fields. 
• Strong communication, organization, problem-solving, and multitasking abilities. 
• High School Diploma or GED required. 
• Associate degree or equivalent experience preferred.
• Must be able to clear a background check and drug screening

Other Preferred Skills/Abilities:

• Knowledge of residential construction, security systems, smart home technology, networking, structured wiring, automation, and audio/video solutions. 
• Strong relationship-building skills and commitment to customer service.

Physical Requirements:

• Ability to safely and successfully perform the essential job functions consistent with the ADA, FMLA and other federal, state and local standards
• While performing the duties of this job, the employee is regularly required to stand, sit; talk, hear, and use hands and fingers to operate a computer and telephone.
• Ability to sit at a computer terminal for an extended period of time.

Work Environment:

• Moderate noise (i.e. business office with computers, phone, printers, and light traffic)
• Office Setting

Key Performance Indicators (KPIs):

• Builder Satisfaction, Community Readiness, Scheduling Coordination, Work Order Accuracy, Data Integrity, Builder Response Time, Issue Resolution Time, Community Launch Success, Product Adoption Support, and Builder Retention Support.

Benefits:

• Paid Time Off Program - Start accruing PTO your first week!
• Eight Paid Company Designated Holidays
• 401(k) w/company match
• Health, Dental and Vision Insurance options that start the 1st of the month after 60 days of employment
• Short Term Disability Options
• Long Term Disability Options
• Employee Assistance Program
• Life Insurance Options
• Employee Discount
• Free Alarm Monitoring
• Monday - Friday daytime work schedule (no nights or weekends)
• Positive work culture with opportunities for advancement and growth