Customer Care Representative II

Sekisui House US•Boise, ID

1d•Hybrid

About The Position

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.

Requirements

High school diploma or equivalent.
3–5 years of experience in customer care, warranty administration, construction support.
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
Ability to drive frequently within assigned communities and maintain a valid driver’s license.

Nice To Haves

Associate’s degree or higher; or 5-7 years of equivalent experience.
Experience with residential construction processes, warranty software, or trade/vendor coordination.

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.