{"id":2521876,"url":"https://alion.io/job/shus-customer-care-representative-ii-2","title":"Customer Care Representative II","company":{"id":4423308,"name":"Sekisui House U","domain":"shus.com","url":"https://alion.io/company/shus","size_band":"1001-5000","is_staffing_agency":false,"employer_type":"direct","is_intermediary":false,"listed_via":null,"ats_vendor":"iCIMS","truth_index":null},"role":"Customer Success","role_family":"Customer Success","seniority":"middle","employment_type":null,"work_mode":"on_site","remote_scope":null,"remote_scope_basis":null,"remote_working_hours":null,"hiring_geo_confidence":"structured","locations":["Elk Grove, United States"],"countries":["US"],"hiring_countries":[],"hiring_countries_total":0,"salary":{"min":60000,"max":80000,"currency":"USD","period":"year","gross":null,"usd_annual":80000},"salary_estimate":null,"experience_years_min":5,"visa_sponsorship":false,"relocation_package":false,"has_equity":false,"technologies":[],"status":"live","first_seen_at":"2026-10-14T11:17:30Z","employer_posted_date":"2026-10-14","last_verified_at":"2026-10-15T10:31:26Z","board_verified":true,"closed_at":null,"days_open":1,"trust":{"level":"ok","repost_count":null,"flags":[],"days_open":1},"description":"Overview\nBREAK GROUND ON A REWARDING CAREER WITH US!\nThe 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.\nWe 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.\nPositive Work Environment & Culture\nCollaborative Team Culture: Join a supportive environment where teamwork and the open exchange of ideas are highly valued.\nTeam 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. \nOverview & Position Summary\nThis 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.\nPrimary Responsibilities\nServe as the primary point of contact for homeowners in assigned communities, managing warranty and post-close service requests.\nSchedule and oversee warranty work, coordinating with trade partners and construction teams to ensure timely completion.\nConduct quality inspections and walkthroughs of homes to confirm repair work meets company standards and warranty requirements.\nMaintain accurate and up-to-date records of all homeowner interactions, service requests, and repair progress.\nCommunicate clearly and professionally with homeowners regarding repair timelines, expectations, and resolution updates.\nIdentify recurring warranty issues, construction trends, or service gaps and share findings to improve processes and customer satisfaction.\nCollaborate with internal teams, including construction, sales, and project management, to resolve homeowner concerns efficiently.\nMentor and provide guidance to team members, sharing best practices for customer communication and warranty management.\nEnsure all warranty and service activities comply with company standards, operational procedures, and local regulations.\nSupport special projects or initiatives aimed at improving the overall homeowner experience or warranty processes.\nEducation & Experience\nRequired:\nHigh school diploma or equivalent.\n3-5 years of experience in customer care, warranty administration, construction support. \nPreferred:\nAssociate’s degree or higher; or 5-7 years of equivalent experience.\nExperience with residential construction processes, warranty software, or trade/vendor coordination.\nSkills & Competencies\nWorking knowledge of residential construction methods and warranty practices\nStrong customer service and conflict resolution skills\nClear verbal and written communication abilities\nProblem-solving skills applied to varied and moderately complex issues\nProficiency with customer service, work order, or warranty tracking systems\nOrganizational and time management skills\nAbility to work independently with limited supervision\nAttention to detail and accuracy in documentation\nCoaching and peer support capabilities\nWorking Conditions\nWork 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. Schedule is typically weekday business hours but may occasionally require flexibility outside business hours to address urgent homeowner concerns.\nPhysical Requirements\nAbility to stand, walk, and move through homes and construction sites for extended periods of time.\nAbility to bend, stoop, kneel, crouch, or crawl to inspect building components such as plumbing, drywall, cabinetry, or structural areas.\nAbility to climb stairs, ladders, or access attics, roofs, or crawlspaces when inspecting warranty items.\nAbility to lift and carry materials, tools, or supplies typically up to 25 lbs.\nAbility to operate computers, tablets, smartphones, and other office equipment for documentation and communication.\nAbility to communicate effectively with homeowners, team members, and trade partners in person and by phone.\nAbility to drive frequently within assigned communities and maintain a valid driver’s license.\nAutomobile 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.\nCompensation\nBase Salary: $60,000-$80,000 \nFLSA Status: Non-Exempt\nBonus Type: Quarterly Production\n Comprehensive Benefits Package\nWe offer a comprehensive benefits package designed to meet the diverse needs of our employees and their families:\nCompetitive Compensation: We provide a competitive compensation structure that rewards performance and results.\nHealth & Wellness: Comprehensive coverage includes medical, dental, and vision insurance options, as well as Health Savings Accounts (HSA) and Flexible Spending Accounts (FSA).\nFinancial Future: Access a 401(k) retirement savings plan.\nTime Off: Our time-off benefits include vacation, sick leave, paid holidays, and other leave types (bereavement, jury duty, FMLA, military leave).\nInsurance & 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. \nExclusive Perks & Discounts\nHomeownership & Financing: Take advantage of exclusive home purchase and financing discounts.\nPet Insurance: Enjoy discounted group pet insurance rates.\nIf you are ready for more than a job and seek a career with one of the most respected organizations in the industry, we encourage you to connect with us. Please visit our website at www.richmondamerican.com for additional information.\nSekisui House U.S., Inc. is an Equal Opportunity Employer.","description_format":"text","description_chars":7014,"description_truncated":false,"requirements":{"experience_years_min":5,"management_years_min":null,"team_size_min":null,"manages_managers":false,"education":{"level":"high_school","optional":true},"security_clearance":false,"languages":[]},"benefits":["Life insurance","Retirement plans","Vision insurance"],"hiring_locations":[],"hiring_excludes":[],"relocation_offered":false,"industries":[],"lifecycle":[{"event":"open","at":"2026-10-14T11:17:30Z"}],"visa":[],"liveness":{"score":95,"band":"hot","label":"Hiring now","p_open":1,"p_active":0.946,"p_room":1,"age_days":0,"expected_fill_days":24,"reasons":["conf:3","wave","win:early"],"computed_at":"2026-10-15T05:46:00Z"},"pay":{"stated_usd_annual":80000,"is_top_pay":false},"html_url":"https://alion.io/job/shus-customer-care-representative-ii-2","json_url":"https://alion.io/job/shus-customer-care-representative-ii-2.json","meta":{"generated_at":"2026-10-15T12:05:50Z","cache_seconds":300,"methodology":"https://alion.io/methodology","terms":"https://alion.io/terms","contact":"https://alion.io/contact","api":"https://alion.io/developers","about":"Alion is a live layer of people, companies and AI agents: who they are, whether they are real and active right now, what they do and how to work with them, readable by people and by agents and paid per call.","catalog":"https://alion.io/catalog.json","usage":{"tier":"crawler_verified","counted_by":"address","units_charged":1,"used_today":23253,"day_limit":null,"remaining_today":null,"minute_limit":300,"resets_at":"2026-10-16T00:00:00Z"}},"offers":[{"id":"company.slices","title":"One company in depth, by slice","status":"live","price":{"credits":0.02,"usd":0.002,"plus_per_slice":{"credits":0.05,"usd":0.005}},"unit":"per company, plus each slice with data","note":"the employer in depth","call":{"mcp_tool":"get_company","arguments":{"id":4423308},"rest":"https://alion.io/mcp/rest/get_company?id=4423308"},"human":"https://alion.io/catalog?offer=company.slices&for=job%2Fshus-customer-care-representative-ii-2"},{"id":"market.stats","title":"A market slice: pay, demand and time to fill","status":"live","price":{"credits":1,"usd":0.1},"unit":"per slice","note":"pay, demand and time to fill for this role and place","call":{"mcp_tool":"market_stats"},"human":"https://alion.io/catalog?offer=market.stats&for=job%2Fshus-customer-care-representative-ii-2"},{"id":"job.search","title":"Open jobs by role, technology, place, pay and visa","status":"live","price":{"credits":0.02,"usd":0.002},"unit":"per posting in a list","note":"similar open postings","call":{"mcp_tool":"search_jobs"},"human":"https://alion.io/catalog?offer=job.search&for=job%2Fshus-customer-care-representative-ii-2"},{"id":"company.verify","title":"Is this company real and active right now","status":"pilot","price":null,"unit":"per company","request":{"url":"https://alion.io/catalog/request","method":"POST","body":"{\"offer\": \"company.verify\", \"for\": \"job/shus-customer-care-representative-ii-2\", \"note\": \"what you need it for\"}"},"human":"https://alion.io/catalog?offer=company.verify&for=job%2Fshus-customer-care-representative-ii-2"}]}