Customer Care Representative

Customer Care Representative I

Job Location s: US-NV-Las Vegas

:  | Category:
Homebuilding Operations Jobs | Type:
Regular Full Time

BREAK GROUND ON A REWARDING CAREER WITH US!

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. 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 home buyers.

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.

• 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.

*** This role is a field-based role. Please review the working conditions and physical requirements of the job before applying***

This role supports homeowners by managing warranty and customer care activities throughout 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, 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…