Homebuyer Concierge

About the role

The Homebuyer Concierge (HBC) role at Lennar 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, which is critical to driving satisfaction, operational accuracy, and seamless communication.

Responsibilities

• 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.
• 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 Lennar App to optimize the homebuyer experience.
• Cross-Functional Coordination: Central Liaison: Coordinate communication between Homebuyers and internal partners (Construction, Mortgage, Title, and Sales). Communicating 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.

Qualifications

• 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.

Skills

• Customer Service
• Communication
• Organizational Skills
• Time Management
• Real Estate Knowledge
• Technology Proficiency

Benefits

Lennar offers a comprehensive suite of benefits designed to enhance the well-being and professional growth of its Associates. These include:

• Robust Health Insurance Plans (Medical, Dental, Vision)
• 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
• Generous Holiday, Sick Leave, and Personal Day policies
• New Hire Referral Bonus Program
• Significant Home Purchase Discounts
• Everyone’s Included Day

Pay

Details on pay are not specified in the job posting.

Schedule

Details on schedule are not specified in the job posting.

Additional Information

Lennar is an equal opportunity employer and complies with all applicable federal, state, and local fair employment practices laws. Visit Lennartotalrewards.com to view our suite of benefits. Follow us on social media to stay updated on the latest job opportunities and join the Lennar community.