Customer Care & Warranty Leader

Sekisui House U.S., Inc.; Nashville (TN); On-site; USD 60,000 - 90,000; Full time

Benefits offered by this job

Automobile allowance

Health & Wellness benefits

401(k) retirement savings

Job summary

Sekisui House U.S., Inc. is seeking a capable leader to oversee customer care and warranty operations, ensuring a positive homeowner experience post-close.

The role manages both administrative and field staff, coordinating with construction and trade partners to uphold service standards and timely resolutions. The ideal candidate brings hands-on experience in construction support, strong people management skills, and a commitment to service quality.

Qualifications

• High school diploma or equivalent is required.
• Minimum of 2 years of relevant customer care, warranty, construction support, or related experience.
• Bachelor’s degree in construction management, business, or related field preferred.
• Knowledge of residential construction warranty and customer care processes.
• Basic people management and team leadership skills.
• Strong customer service and problem-resolution abilities.
• Effective verbal and written communication skills.
• Ability to plan, prioritize, and manage daily workloads.
• Analytical skills to assess issues and identify practical solutions.
• Ability to collaborate across construction and operational teams.
• Attention to detail and commitment to service quality.

Responsibilities

• Supervise daily activities of customer care and warranty staff, both administrative and field-based.
• Assign, monitor, and balance workloads to ensure timely response to customer inquiries and warranty requests.
• Ensure adherence to customer care policies, procedures, and quality standards.
• Oversee intake, tracking, and completion of service requests and warranty claims.
• Address escalated or complex customer issues and determine appropriate resolution.
• Provide coaching, training, and development to team members; maintain up-to-date training materials.
• Support cross-functional departments through collaboration.
• Monitor performance metrics, including response times, service quality, and customer satisfaction.
• Identify opportunities for process improvement and workflow efficiencies.
• Maintain accurate documentation and reporting of service activity and team performance.

Skills

Residential warranty processes

People leadership

Customer service

Verbal and written communication

Workload planning

Issue analysis

Cross-functional collaboration

Attention to detail

Education

High school diploma or equivalent

Bachelor’s degree (preferred)

Job description

Sekisui House U.S., Inc. is seeking a capable leader to oversee customer care and warranty operations, ensuring a positive homeowner experience post-close.

The role manages both administrative and field staff, coordinating with construction and trade partners to uphold service standards and timely resolutions. The ideal candidate brings hands-on experience in construction support, strong people management skills, and a commitment to service quality.