Customer Care Representative

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.

Your Responsibilities on the Team

• Professionally and promptly handle requests by contacting the Homeowner after reviewingprovided 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 correspondenceusing provided technology to ensure thorough case documentation.
• Determine the scope of work for warranty repairs, troubleshoot and resolve minor issuesremotely, 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 Lennar27s warranty policies and qualitystandards.
• 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.

Your Toolbox

• 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.
  

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.

This description outlines the basic responsibilities and requirements for the position noted. This is not a
comprehensive listing of all job duties of the Associates. Duties, responsibilities, and activities may change at any time with or without notice.

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• This information is intended to be a general overview and may be modified by the company due to factors affecting the business.

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.
• This information is intended to be a general overview and may be modified by the Company due to factors affecting the business.