Customer Care Representative II

Break Ground On A Rewarding Career With Us! The Sekisui House U.S. team is a proud builder of the SHAWOOD, Richmond American, Woodside, Holt, Hubble, and Chesmar brands. We take great pride in being a member of Sekisui House, a global leader in homebuilding. This impressive, 60+ year old company has built over 2.6 million new homes designed to reflect and adapt to the changing needs of today's homebuyers. Drawing on Sekisui House's unparalleled history and superior service, we commit ourselves to a future where people around the world can live joyful lives in homes that are safe, secure, stylish and comfortable. We encourage a company culture that promotes professionalism, teamwork, health & wellness and work-life balance. If you are a results-driven professional with a passion for success, consider building a career with us. Positive Work Environment & Culture Collaborative Team Culture: Join a supportive environment where teamwork and the open exchange of ideas are highly valued. Team Engagement: Participate in a variety of team-building events and social gatherings, such as company outings, holiday celebrations, and regular office socials. We support a healthy work-life balance and recognize the importance of time outside of work commitments. Overview & Position Summary This role supports homeowners by managing warranty and customer care activities throughout the post-closing phase of the homebuilding process. The position works under limited supervision to resolve a wide range of customer concerns, coordinate corrective actions, and ensure service commitments are met. The role applies broad knowledge of operational systems, warranty standards, and construction practices to address moderately complex issues. Primary Responsibilities Serve as the primary point of contact for homeowners in assigned communities, managing warranty and post-close service requests. Schedule and oversee warranty work, coordinating with trade partners and construction teams to ensure timely completion. Conduct quality inspections and walkthroughs of homes to confirm repair work meets company standards and warranty requirements. Maintain accurate and up-to-date records of all homeowner interactions, service requests, and repair progress. Communicate clearly and professionally with homeowners regarding repair timelines, expectations, and resolution updates. Identify recurring warranty issues, construction trends, or service gaps and share findings to improve processes and customer satisfaction. Collaborate with internal teams, including construction, sales, and project management, to resolve homeowner concerns efficiently. Mentor and provide guidance to team members, sharing best practices for customer communication and warranty management. Ensure all warranty and service activities comply with company standards, operational procedures, and local regulations. Support special projects or initiatives aimed at improving the overall homeowner experience or warranty processes. Education & Experience Required: High school diploma or equivalent. 35 years of experience in customer care, warranty administration, construction support. Preferred: Associate's degree or higher; or 5-7 years of equivalent experience. Experience with residential construction processes, warranty software, or trade/vendor coordination. Skills & Competencies Working knowledge of residential construction methods and warranty practices Strong customer service and conflict resolution skills Clear verbal and written communication abilities Problem-solving skills applied to varied and moderately complex issues Proficiency with customer service, work order, or warranty tracking systems Organizational and time management skills Ability to work independently with limited supervision Attention to detail and accuracy in documentation Coaching and peer support capabilities Working Conditions Work is generally performed in a combination of office, model home, and field environments, including occupied homes, completed homes, and active construction sites. Frequent local travel between communities and homeowner residences is required to conduct inspections, coordinate repairs, and respond to warranty requests. Work may require exposure to outdoor conditions such as heat, cold, dust, noise, and uneven terrain when visiting construction sites or inspecting homes. Schedule is typically weekday business hours but may occasionally require flexibility outside business hours to address urgent homeowner concerns. Physical Requirements Ability to stand, walk, and move through homes and construction sites for extended periods of time. Ability to bend, stoop, kneel, crouch, or crawl to inspect building components such as plumbing, drywall, cabinetry, or structural areas. Ability to climb stairs, ladders, or access attics, roofs, or crawlspaces when inspecting warranty items. Ability to lift and carry materials, tools, or supplies typically up to 25 lbs. Ability to operate computers, tablets, smartphones, and other office equipment for documentation and communication. Ability to communicate effectively with homeowners, team members, and trade partners in person and by phone. Ability to drive frequently within assigned communities and maintain a valid driver's license. Comprehensive Benefits Package We offer a comprehensive benefits package designed to meet the diverse needs of our employees and their families: Competitive Compensation: We provide a competitive compensation structure that rewards performance and results. Health & Wellness: Comprehensive coverage includes medical, dental, and vision insurance options, as well as Health Savings Accounts (HSA) and Flexible Spending Accounts (FSA). Financial Future: Access a 401(k) retirement savings plan. Time Off: Our time-off benefits include vacation, sick leave, paid holidays, and other leave types (bereavement, jury duty, FMLA, military leave). Insurance & Protection: Company-provided life insurance, accidental death and dismemberment (AD&D) insurance, and short- and long-term disability coverage are included. An employee assistance program (EAP) is also available. Exclusive Perks & Discounts Homeownership & Financing: Take advantage of exclusive home purchase and financing discounts. Pet Insurance: Enjoy discounted group pet insurance rates. If you are ready for more than a job and seek a career with one of the most respected organizations in the industry, we encourage you to connect with us. Sekisui House U.S., Inc. is an Equal Opportunity Employer.