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At some point in your new home journey with Empire, you’re bound to come across the term OSC. For those of you wondering what an OSC is and how they add value to the home journey as a whole, we’re breaking down the questions you want to know most.


When you decide to buy a home with us, you’re choosing a homebuilder with over 28 years of experience who is among the few in the industry that has a team of OSCs. They are one of the most valuable homeowner resources we can give you access to, and you can take advantage of them at no cost too.

An OSC or Online Sales Counselor is a client’s first point of contact who is knowledgeable about each of Empire’s communities. As a trusted guide, they provide buyers with valuable information and resources so they feel empowered and ready to take the next step in their homebuying journey.

Online Sales Counselors are responsible for answering buyers’ questions and helping them identify their wants and needs. They ask thorough questions to determine what buyers are searching for and ensure the community they’ve set their sights on checks each of the boxes of what they’ve expressed.


You can expect our OSCs to stay connected and in touch — whether it be through text, video, emails, or phone calls — to ensure that when there’s additional details to share, they can reach out and relay them to you. They’re responsible for providing you with the information or resources you need, whether it be the names of top schools, places of worship or nearby coffee shops. Making sure you’re updated on upcoming releases and available inventory is one of their top priorities, as is scheduling in-person or virtual meetings with our sales teams and ensuring you’re confident and educated by the time you attend your purchasing appointment.


By fully understanding buyers’ needs and being available to them, our OSCs make the sales process a seamless experience. Their goal is to build trust and rapport with each buyer so they feel comfortable reaching out for answers to each of their questions. Communication is a strong asset of the entire team and is what they do best. They make sure the on-site sales teams are aware of each client and are provided with detailed information about their home search so the transition to a purchasing appointment is smooth.

Elizabeth Heike

Elizabeth’s sales career began as a Sales Representative for a new home builder, where she worked for 16 years. Later, she transitioned to mid-century modern furniture sales where she was ranked the top sales person in the store and among the top 5 in the company for consecutive quarters. “It is truly a passion and privilege to work with people; engaging with them on a personal level and helping them make decisions that will impact their lives,” says Elizabeth.

Nicole Armes

Nicole brings 16 years of experience in the new home industry to the Empire team. She began her career once she graduated from high school, and has taken every opportunity to learn each aspect of the new home process since. “I was fortunate to have some incredible mentors take me under their wing and believe in me which has led to my dream position with Empire as an OSC,” says Nicole.

Karla Mena

Four years ago, Karla began working as an on-site Sales Administrator for Empire’s low-rise communities. She has worked closely with the company’s sales agents at several Empire communities. “Having these opportunities has allowed me to gain a better understanding of our communities and the entire sales process, establish connections with Empire’s sales teams, and transition to the role of OSC seamlessly,” says Karla.

Interested in learning more about the processes involved in buying a home? Read our homebuyers’ guide to finances, design and closing on your home. Not quite what you need? Explore the homeownership category on our blog for more valuable resources.


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Nicole and Karla

New Home Specialists


Nicole and Karla

New Home Specialists


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