Field Customer Care Rep

Your Responsibilities on the Team

• 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.
  • Must possess good organizational and time-management skills, and understand technical aspects of residential construction.
  • Able to analyze problems, determine solutions, and produce desired outcome.
  • Intermediate to advanced PC skills (Microsoft Word and Excel).
  • Must possess professional attitude to represent company in a positive manner.

  Qualifications

  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.

  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, complete 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, alongside 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.

  Contact Information

  Lennar is an equal opportunity employer and complies with all applicable federal, state, and local fair employment practices laws. Follow us on social media to stay updated and connect with us on Lennar: Overview | LinkedIn.