Customer Care Manager

We need to output HTML fragment with headings

for sections: About the role, Responsibilities, Requirements, Qualifications, Skills, Benefits, Pay, Schedule. Only include sections that have real specific content. Must not repeat job title heading. Must not include Job ID etc. Must remove boilerplate. Must preserve all substantive info. We need to parse the posting. Content: - Intro: "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." - Then "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." - Then "Overview & Position Summary The Customer Care Manager leads the customer care and warranty operations to deliver a high-quality homeowner experience post-closing. This role oversees the intake, tracking, and resolution of warranty requests, manages a team of customer care professionals, and coordinates with construction, trade partners, and vendors to resolve complex issues. The position drives service excellence, ensures adherence to policies and quality standards, monitors team performance, and identifies opportunities to improve operational efficiency and the homeowner experience." - Then "Primary Responsibilities" list. - Then "Education & Experience Required" and "Preferred". - Then "Skills & Competencies". - Then "Working Conditions". - Then "Physical Requirements". - Then "Automobile Allowance Requirement". - Then "Comprehensive Benefits Package" with subpoints: Competitive Compensation, Health & Wellness, Financial Future, Time Off, Insurance & Protection, Exclusive Perks & Discounts (Homeownership & Financing, Pet Insurance). - Then final paragraph about connecting. We need to map to sections: About the role (maybe overview & position summary?), Responsibilities, Requirements, Qualifications, Skills, Benefits, Pay, Schedule. We have no explicit Pay or Schedule details. There's mention of "Competitive Compensation" but not specific numbers. The rule: never create Pay/Schedule/Benefits sections unless posting actually states them. It says "Competitive Compensation" but no specifics. Should we include Pay section? The rule: "never create Pay/Schedule/Benefits sections unless the posting actually states them." It says "Competitive Compensation" is stated, but not actual numbers. Is that enough? Likely they want actual numbers or specifics like salary range. Since it's just "competitive compensation structure", maybe we should not include Pay section because it's vague. Similarly Schedule: no mention. Benefits: we have details about benefits package, so we can include Benefits section. We need sections: About the role (maybe overview & position summary + positive work environment?), Responsibilities, Requirements (Education & Experience Required), Qualifications (Preferred?), Skills (Skills & Competencies), Benefits. We must not repeat job title as heading. We need to use

for each section heading. We need to use

• for any list of duties/requirements/benefits, and

  for prose. We need to preserve all substantive information; do not invent or summarize away detail. We need to remove boilerplate: cookie/navigation/legal/EEO/equal-opportunity/scam-warning boilerplate, duplicated lines, and application instructions. At end there is "Sekisui House U.S., Inc. is an Equal Opportunity Employer." That's EEO boilerplate; remove. Also "Please visit our website at www.richmondamerican.com for additional information." That's application instruction? Might be considered boilerplate; remove. Also "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." That's also call to action; remove. We need to keep all substantive info: company description, culture, overview, responsibilities, education/experience required, preferred, skills, working conditions, physical requirements, automobile allowance, benefits details. We need to decide where to put each piece. Section "About the role": could include company description, culture, overview & position summary, maybe working conditions? But working conditions maybe separate? However we only have allowed headings: About the role, Responsibilities, Requirements, Qualifications, Skills, Benefits, Pay, Schedule. We cannot add extra headings like Working Conditions. So we must fit that info into existing sections. Probably About the role can include company overview, culture, working conditions, physical requirements, automobile allowance. Responsibilities list. Requirements: Education & Experience Required. Qualifications: Preferred (Bachelor's degree, prior supervisory experience). Skills: Skills & Competencies. Benefits: benefits package. We must not create Pay or Schedule sections. Thus output:

  About the role

  ... company description, culture, overview, working conditions, physical requirements, automobile allowance ...

  But we need to keep lists as
  • . For responsibilities we need a list. For education/experience required we need list? It's a paragraph: "High school diploma or equivalent 4-6 years of experience in customer care, warranty, construction services, or 8-10 years of equivalent experience in homebuilding customer care or warranty operations". Could be a

    . But rule: use

    • for any list of duties/requirements/benefits. This is not a list but a sentence with alternatives. Could keep as

      . For preferred we could also

      . Skills: list. Benefits: we have multiple subpoints; could use

      • for each benefit category, and within each maybe nested lists? But we can just list each benefit as
      • with description. We must preserve all substantive info: need to include details like "Competitive Compensation We provide a competitive compensation structure that rewards performance and results." etc. Let's extract each piece. Company description/intro: "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." We can combine. Overview & Position Summary: "The Customer Care Manager leads the customer care and warranty operations to deliver a high-quality homeowner experience post-closing. This role oversees the intake, tracking, and resolution of warranty requests, manages a team of customer care professionals, and coordinates with construction, trade partners, and vendors to resolve complex issues. The position drives service excellence, ensures adherence to policies and quality standards, monitors team performance, and identifies opportunities to improve operational efficiency and the homeowner experience." Working Conditions: "The role operates in a general office environment with regular interaction across departments. Periodic visits to residential construction sites or homeowner locations may be required. Limited local travel within assigned communities is expected." Physical Requirements: "Ability to sit for extended periods while performing computer-based workAbility to stand or walk during site visits or homeowner meetingsAbility to bend, stoop, or reach as needed during inspectionsAbility to lift or carry materials up to 25 poundsAbility to use computers, office equipment, and mobile devices" Note there are no spaces between sentences; we need to add spaces for readability but must preserve info. We'll format as a list maybe. 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." Now Responsibilities list (Primary Responsibilities): - Lead and manage the daily operations of the customer care and warranty team, including administrative and field support staff. - Supervise, mentor, and develop customer care personnel; provide coaching, performance feedback, and training. - Oversee intake, prioritization, and resolution of homeowner warranty requests, ensuring timely and accurate service delivery. - Serve as the point of contact for escalated or complex homeowner issues, facilitating resolutions and maintaining customer satisfaction. - Collaborate with construction, quality, purchasing, and trade partners to resolve multi-trade or systemic service concerns. - Monitor service metrics, cycle times, warranty costs, and customer satisfaction trends; implement corrective actions and process improvements. - Review and approve billable warranty work orders, backcharges, and related administrative documentation. - Develop and maintain standard operating procedures, reporting tools, and documentation for customer care processes. - Conduct quality control inspections and oversee service work to ensure adherence to company and industry standards. - Provide leadership and guidance for special initiatives, including cost reduction, process improvement, and cross-functional projects. - Prepare and present regular performance, service, and warranty reports to senior leadership. Education & Experience Required: "High school diploma or equivalent 4-6 years of experience in customer care, warranty, construction services, or 8-10 years of equivalent experience in homebuilding customer care or warranty operations" Preferred: "Bachelor’s degree or equivalent education Prior experience supervising or managing customer-facing or operational teams" Skills & Competencies list: - Strong knowledge of residential construction and warranty processes - Ability to lead and develop teams in a service-driven environment - Effective problem-solving skills across multiple job areas and stakeholders - Strong communication and conflict resolution skills - Ability to analyze service data and performance metrics - Working knowledge of customer care systems and reporting tools - Sound judgment and decision-making in complex service situations - Customer-focused mindset with professionalism and accountability Benefits: We have: 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." -