Warranty & Post‑Close Care Specialist II

Overview

The Sekisui House U.S. team is a proud builder of the SHAWOOD, Richmond American Homes, Woodside Homes, Holt Homes, Hubble Homes, and Chesmar Homes brands. As a member of Sekisui House, a global leader in homebuilding, the company has built over 2.6 million new homes and is dedicated to delivering homes that are safe, secure, stylish, and comfortable for residents worldwide.

This role supports homeowners by managing warranty and customer care activities during 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.

• 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.

• High school diploma or equivalent.
• 3–5 years of experience in customer care, warranty administration, or construction support.

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

• 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.

Work 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 to conduct inspections, coordinate repairs, and respond to warranty requests. Work may require exposure to outdoor conditions such as heat, cold, dust, noise, and uneven terrain when visiting construction sites or inspecting homes.

The schedule is typically weekday business hours but may occasionally require flexibility outside business hours to address urgent homeowner concerns.

• Ability to stand, walk, and move through homes and construction sites for extended periods of time.
• Ability to bend, stoop, kneel, crouch, or crawl to inspect building components such as plumbing, drywall, cabinetry, or structural areas.
• Ability to climb stairs, 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 for documentation and…