In-Office Customer Care Rep

About the role

As a Customer Care Representative, you will be a key member of the Lennar Customer Care Team, providing warranty and service support to Homeowners through digital channels. This role focuses on enhancing customer satisfaction by responding to 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.
• Perform additional duties as assigned to support the overall success of the division.

Requirements

• Minimum High School diploma or GED required.
• Excellent verbal and written communication skills.
• Prior customer service experience required, preferably with a homebuilder.
• Good organizational and time-management skills, with an understanding of technical aspects of residential construction.
• Able to analyze problems, determine solutions, and produce desired outcomes.
• Intermediate to advanced PC skills (Microsoft Word and Excel).
• Professional attitude to represent the company positively.
• Daily interaction with division personnel, outside agencies, business partners, consultants, and homeowners.

Physical & Office/Site Presence Requirements

This is primarily a sedentary office position which requires 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 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.