Customer Care Area Manager

Job Description

The Customer Care Area Manager will manage complex customer care claims regarding structural deficiencies that require high-level project management. This includes initiating contact with customers, managing customer expectations, coordinating their departure and return to their home, collaborating with company attorneys, soliciting and reviewing vendor bids, creating and maintaining a schedule and financial log for repair costs, and overseeing vendors to ensure quality work is completed on time.

Your Responsibilities on the Team

• Initiate contact with customers and set expectations for large-scale repairs.
• Serve as point of contact for customers throughout the repair project.
• Manage customer expectations and, when needed, coordinate their departure and return to their home.
• Collaborate with company attorneys for releases and claim filings against responsible vendors.
• Solicit and review vendor bids for repairs and recommend vendors to Division leadership.
• Create and maintain a schedule and financial log for repair costs and customer expenses/per diem.
• Review and approve all costs associated with each repair project.
• Oversee vendors to ensure quality work is completed on time.
• Understand each trade partner's scope of work and ensure that completed work meets standards before approving payment.
• Occasionally auditing the tasks of a customer care representative during and/or after new home orientation.
• Occasionally overseeing a new home orientation while in progress to ensure performance standards of a customer care representative or quality assurance manager are being met.
• Ensure successful delivery of repairs within the agreed schedule and budget.
• Maintain positive relations with homeowners, providing timely and professional responses to inquiries and resolving issues through personal involvement, including on-site visits.
• Provide regular updates on project status to Division executive leaders.

Your Toolbox

• A comprehensive understanding of building codes and industry-standard building practices.
• A High School diploma or equivalent required; college degree preferred.
• At least 5 years of experience in Project Management, preferably in construction.
• At least 5 years of experience in Customer Service, preferably with a homebuilder.
• Proficiency in reading and interpreting blueprints and engineering reports.
• Extensive knowledge of carpentry, structural design, engineered wood products, and failure analysis.
• A valid driver’s license, a clean driving record, and valid auto insurance required.
• Intermediate to advanced PC skills, including Microsoft Office Applications and Excel.
• Excellent verbal and written communication skills.

Physical & Office/Site Presence Requirements

• Regular, in-person attendance at Company communities/job sites and offices during regular work hours is an essential function of this job.
• Requires the ability to work more than eight hours per day in the confined quarters of a construction trailer, the ability to operate a motor vehicle, read plans, climb stairs and ladders, bend, stoop, reach, lift, move and/or carry equipment which may be in excess of 50 pounds.
• Job may require occasional operation of construction equipment.
• Finger dexterity may be required to operate a computer keyboard and calculator.

General Overview of Compensation & Benefits

• This position may be eligible for bonuses.
• This position may be eligible for commissions.
• This position will be eligible for the described benefits listed in the above section in accordance with Company Policy.

Lennar Life

• Comprehensive health insurance plans, including Medical, Dental, and Vision coverage.
• 401(k) Retirement Plan with a $1 for $1 Company Match up to 5%.
• Paid Parental Leave and an Associate Assistance Plan.
• Education Assistance Program and up to $30,000 in Adoption Assistance.
• Up to three weeks of vacation annually, along with generous Holiday, Sick Leave, and Personal Day policies.
• New Hire Referral Bonus Program, significant Home Purchase Discounts, and unique opportunities such as the Everyone’s Included Day.

About Lennar

Lennar is one of the nation's leading homebuilders, dedicated to making an impact and creating an extraordinary experience for their Homeowners, Communities, and Associates by building quality homes and providing exceptional customer service, giving back to the communities in which we work and live in, and fostering a culture of opportunity and growth for our Associates throughout their career. Lennar has been recognized as a Fortune 500® company and consistently ranked among the top homebuilders in the United States.