Supervisor, Customer Care

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

Overview

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.

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 provides day-to-day leadership and supervision for customer care and warranty operations, ensuring a positive homeowner experience post-close. The position manages administrative and field staff, oversees workflow, enforces service standards, and supports timely resolution of homeowner issues. Close collaboration with construction, quality, and trade partners is essential to deliver consistent and high-quality customer service.

Primary 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.

Required

Education & Experience

• High school diploma or equivalent
• Minimum of 2 years of relevant customer care, warranty, construction support, or related experience

Preferred

• Bachelor’s degree in construction management, business, or a related field
• Prior experience supervising or leading customer care or support teams

Skills & Competencies

• 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

Working Conditions

This position is primarily based in an office or administrative environment with periodic visits to residential construction sites or occupied homes. Exposure to outdoor conditions, noise, and active work areas may occur during site visits. Local travel between communities and offices may be required.

Physical Requirements

• Ability to sit or stand for extended periods
• Ability to walk residential communities and construction sites
• Ability to bend, reach, and navigate uneven surfaces
• Ability to lift and carry items up to 20 pounds occasionally
• Ability to view computer screens and read documents for extended periods

Automobile Allowance Requirement

This position is eligible for an automobile allowance. Candidates must maintain a valid driver's license, personal vehicle, and automobile insurance meeting company coverage requirements. Proof of insurance will be required before employment.

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.

Sekisui House U.S., Inc. is an Equal Opportunity Employer.