Homebuyer Concierge

Lennar is one of the nation's leading homebuilders, dedicated to making an impact and creating an extraordinary experience for homeowners, communities, and associates by building quality homes and providing exceptional customer service.

About the role

The Homebuyer Concierge (HBC) role is designed to deliver a high-touch, warm, and proactive homebuying experience from the Purchase Agreement through Closing. Serving as the single point of contact throughout the construction and closing journey, this role acts as the primary liaison between the homebuyer and the builder, driving satisfaction, operational accuracy, and seamless communication. The HBC manages closing and walkthrough schedules while setting clear expectations that align with Lennar’s processes and policies, ultimately delivering a polished, professional, and consistent customer experience.

Responsibilities

• Customer Relationship & Communication
  • Proactive Engagement: Act as the primary, "customer-first" point of contact, providing warm and consistent updates via multiple means of communication.
  • Expectation Management: Educate buyers on mortgage, title, closing journey, and construction expectations to ensure a seamless experience.
  • Milestone Ownership: Conduct regular check-ins to provide progress updates, resolve concerns, and celebrate key milestones through closing day.
• Operations & Systems Management
  • Data Integrity: Maintain 100% accuracy for all customer interactions, closing dates, and documentation using the appropriate CRM software.
  • Contract Administration: Generate and execute all post-agreement addenda and verify all requirements are met to ensure on-time closings.
  • Tech Onboarding: Guide homebuyers to download and utilize the Lennar App as the primary hub for their closing journey. Leverage the app to optimize the homebuyer experience.
• Cross-Functional Coordination
  • Central Liaison: Coordinate communication between homebuyers and internal partners (Construction, Mortgage, Title, and Sales). Communicate with external partners as needed to facilitate a timely closing.
  • Problem Resolution: Independently manage complex issues, including appraisal challenges (Tidewater/ROV), loan denials, and scheduling conflicts.
  • Project Tracking: Participate in weekly backlog meetings to audit home statuses and proactively mitigate potential closing delays.

Requirements

• High School diploma or GED required; bachelor’s degree preferred.
• At least one year of experience supporting a real estate sales team preferred.
• Proven ability to deliver high-quality customer service in a fast-paced, high-volume environment.
• Flexibility to work varying hours, including occasional attendance on-site with homeowners or off-site events.
• Strong organizational and time-management skills, with the ability to communicate effectively and navigate real estate and residential construction processes.
• Ability to assess issues, identify solutions, and manage multiple priorities.
• Proficiency in Microsoft Word, Excel, and CRM platforms.
• Proficiency in using digital communication tools and AI-augmented software (including automated transcription and summarization) to streamline documentation and manage the customer journey.
• Hold or obtain a valid Real Estate License where such licensing is a regulatory requirement.

Work Environment

• Daily interaction with various division personnel, outside agencies, business partners, consultants, and homeowners.
• Regular contact with the public, requiring resourcefulness, patience, clarity, and tact.
• Primarily a sedentary office position with occasional bending, stooping, reaching, lifting, moving, and carrying office supplies and materials weighing 25 pounds or less.
• Finger dexterity required to operate computer keyboard, calculator, and telephone equipment.
• May operate a motor vehicle.

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 and 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.
• Everyone’s Included Day.

Lennar Associates will have access to these benefits as outlined by Lennar’s policies and applicable plan terms. Visit LennarTotalRewards.com to view the full suite of benefits.