Customer Care Representative II

Sekisui House U.S.•Jacksonville, FL

About The Position

The Customer Care Representative II supports homeowners by managing warranty and customer care activities throughout the post-closing phase of the homebuilding process. Working under limited supervision, this role resolves a wide range of customer concerns, coordinates corrective actions, and ensures service commitments are met. It applies broad knowledge of operational systems, warranty standards, and construction practices to address moderately complex issues. The position 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. Work may involve exposure to outdoor conditions such as heat, cold, dust, noise, and uneven terrain. The schedule is typically weekday business hours, with occasional flexibility outside business hours to address urgent homeowner concerns. The role is eligible for an automobile allowance; candidates must maintain a valid driver's license, personal vehicle, and automobile insurance meeting company coverage requirements.

Requirements

High school diploma or equivalent.
3–5 years of experience in customer care, warranty administration, or 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 for 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 stand, walk, and move through homes and construction sites for extended periods.
Ability to bend, stoop, kneel, crouch, or crawl to inspect building components.
Ability to climb stairs or 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.
Ability to communicate effectively in person and by phone with homeowners, team members, and trade partners.
Ability to drive frequently within assigned communities and maintain a valid driver's license.
Must maintain a personal vehicle and automobile insurance meeting company coverage requirements; proof of insurance is required before employment.

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 homeowner interactions, service requests, and repair progress.
Communicate 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 construction, sales, and project management teams to resolve homeowner concerns efficiently.
Mentor and guide team members, sharing best practices for customer communication and warranty management.
Ensure warranty and service activities comply with company standards, operational procedures, and local regulations.
Support special projects or initiatives aimed at improving the homeowner experience or warranty processes.

Benefits

Medical, dental, and vision insurance options.
Health Savings Accounts (HSA) and Flexible Spending Accounts (FSA).
401(k) retirement savings plan.
Vacation, sick leave, paid holidays, and other leave types, including bereavement, jury duty, FMLA, and military leave.
Company-provided life insurance and accidental death and dismemberment (AD&D) insurance.
Short- and long-term disability coverage.
Employee assistance program (EAP).
Exclusive home purchase and financing discounts.
Discounted group pet insurance rates.
Automobile allowance.
Competitive compensation structure that rewards performance and results.