Customer Care & Warranty Team Lead

MDC Holdings, Inc.; Nashville (TN); On-site; USD 55,000 - 75,000; Full time

Benefits offered by this job

Automobile allowance

Health insurance

401(k) retirement plan

Paid time off

Employee assistance program

Job summary

Sekisui House U.S., Inc. is seeking a Supervisor, Customer Care in Nashville, TN. This role provides day-to-day leadership for customer care and warranty operations, overseeing administrative and field staff to ensure a positive homeowner experience post-close.

You will collaborate with construction, quality, and trade partners to deliver consistent service, manage workloads, and monitor key performance metrics. A strong focus on customer satisfaction and process improvement is essential.

Qualifications

• High school diploma or equivalent.
• Minimum of 2 years relevant customer care experience.
• Preferred: Bachelor's degree in construction management, business, or related field.
• Preferred: Supervisory or team-lead experience in customer care or support.

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 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 issues and determine appropriate resolution.
• Provide coaching, training, and development to team members; maintain updated training materials.
• Collaborate with cross-functional departments.
• Monitor performance metrics and identify process improvements.
• Maintain documentation and reporting of service activity and team performance.

Skills

Customer care

Team leadership

Communication

Problem resolution

Workload planning

Attention to detail

Education

High school diploma

Bachelor's degree

Job description

Sekisui House U.S., Inc. is seeking a Supervisor, Customer Care in Nashville, TN. This role provides day-to-day leadership for customer care and warranty operations, overseeing administrative and field staff to ensure a positive homeowner experience post-close.

You will collaborate with construction, quality, and trade partners to deliver consistent service, manage workloads, and monitor key performance metrics. A strong focus on customer satisfaction and process improvement is essential.