Customer Care Representative
Lennar is one of the nation's leading homebuilders, dedicated to making an impact and creating an extraordinary experience for our Homeowners, Communities, and Associates by building quality homes and providing exceptional customer service, giving back to the communities in which we work and live, 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.
About the role
The Customer Care Representative is a key member of the Lennar Customer Care Team, providing warranty and service support to Homeowners through digital channels. The role is dedicated to enhancing Customer Satisfaction by responding to Homeowner service requests quickly and professionally using remote assessment, digital communication, and virtual technology. Clear and proactive communication with Homeowners, field teams, and Trade Partners is essential for timely and effective issue resolution.
Responsibilities
- Professionally and promptly handle requests by contacting the Homeowner after reviewing provided documentation, homesite and case history to ensure familiarity with the matter.
- Use remote assistance tools to patiently guide Homeowners through troubleshooting, investigative and resolution steps.
- Share guidance on warranty coverage, out-of-warranty items, and self-help solutions.
- Document and maintain all findings, including pertinent documents, photos, and correspondence using provided technology to ensure thorough case documentation.
- Determine the scope of work for warranty repairs, troubleshoot and resolve minor issues remotely, and coordinate with Trade Partners for further action.
- Ensure repairs are completed and Homeowners are satisfied through knowledgeable, friendly, and proactive support.
- Deliver comprehensive support in accordance with Lennar’s warranty policies and quality standards.
- Process back charges and EPOs to ensure prompt payment of Trade Partners as needed.
- Proactively remedy any trade partner scheduling, communication, or payment related issues.
- Participate in after-hours on-call rotation and expedite emergency repairs, as directed by management.
- Perform additional duties as assigned to support the overall success of the division.
Requirements
- Minimum High School or GED required.
- Excellent verbal and written communication skills.
- Prior customer service experience required, preferably with a homebuilder.
- Good organizational and time-management skills, and understanding of technical aspects of residential construction.
- Availability to work flexible hours based on business needs, including evenings, weekends, and holidays.
- Able to analyze problems, determine solutions, and produce desired outcome.
- Intermediate to advanced PC skills (Microsoft Word and Excel).
- Professional attitude to represent company in a positive manner.
Contacts
- Daily interaction with various division personnel, outside agencies, business partners, consultants and homeowners.
- Regular contact with the public.
- Frequent external contacts where matters discussed require resourcefulness, patience, clarity and tact.
Physical & Office/Site Presence Requirements
This is primarily a sedentary office position which requires the incumbent to have the ability to operate computer equipment, speak, hear, bend, stoop, reach, lift, and move and carry up to 25 lbs. Finger dexterity is necessary.
Benefits
- Robust 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.
- Associate Assistance Plan.
- Education Assistance Program.
- Up to $30,000 in Adoption Assistance.
- Up to three weeks of vacation annually from the moment of hire.
- Generous Holiday, Sick Leave, and Personal Day policies.
- New Hire Referral Bonus Program.
- Significant Home Purchase Discounts.
- Everyone’s Included Day.