Customer Care Coordinator

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 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.

The Customer Care Coordinator performs a variety of administrative activities for the Customer Care Department, such as organizing homeowner warranty claims and scheduling repair services with third party trade partners. This position facilitates the relationship between Holt Homes and the public with integrity, courtesy, and character.

• Honesty - We say what we'll do and do what we say
• Support - We express empathy, nurture growth, offer help, and accept help
• Efficiency - We don't cut corners, but cut waste and find the best way
• Responsiveness - We recognize possibilities and respond to change, learn from mistakes, and communicate promptly
• Improvement - We innovate endlessly

• High School education completed
• Minimum of 1 year of experience in an administrative capacity
• Minimum of 1 year of customer service experience
• Must be proficient in Office Suite (Word, Excel, PowerPoint, and Outlook)
• Experience with Punchlist Manager and Smartsheet preferred
• Experience with 2-10 Warranty is preferred
• Potential remote work after mandatory in-office training, decided by manager
• Memorable customer service skills with the ability to de-escalate high-tension interactions with homebuyers

• Ability to learn new software and programs quickly
• Excellent communication, both verbal and written, in the English language
• Organize, multitask, prioritize, and complete tasks in an efficient manner
• Strong follow-up skills
• Adapt in an ever-changing, fast paced, environment
• Work independently as well as in a group setting

Responsibilities

• Schedule appointments for Warranty Technicians and trade partners
• Field incoming service calls from homeowners
• Responsible for data entry and processing of warranty repair requests and service reports
• Maintain online customer management portals and reporting
• Add inquiries, requests, and resolutions to an internal customer data base so actions can be followed up on as needed
• Issue work orders, reporting, and tracking of open and closed work orders
• Act as a liaison with customers, maintaining a high customer satisfaction approval rating
• Perform research to answer customer inquiries and requests
• Establish and maintain cooperative working relationships with Holt staff and affiliates
• Participate in cross-department communications
• Maintain a professional demeanor

Work Environment

• Regularly uses a computer with repeated movements to enter data, differentiate between colors, shades and brightness, and read from a computer screen for extended periods of time

Compensation

• Base Salary: $47,000-$65,000
• FLSA Status: Non-Exempt
• Bonus Type: Year-end Discretionary

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.

If 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.

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