Customer Care Representative

Customer Care Representative Welcome to Lennar, a leading homebuilder passionate about delivering exceptional customer service and a superior homeowner experience. The Customer Care Representative is a key member of the Lennar Customer Care Team, providing warranty and service support to homeowners through digital channels. 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. 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. Qualifications Minimum high school diploma or GED. Excellent verbal and written communication skills. Prior customer service experience required, preferably with a homebuilder. Strong organizational and time‑management skills, with an understanding of technical aspects of residential construction. Availability to work flexible hours based on business needs, including evenings, weekends, and holidays. Ability to analyze problems, determine solutions, and achieve desired outcomes. Intermediate to advanced PC skills (Microsoft Word and Excel). Professional attitude to represent the company positively. Physical & Site Requirements This is primarily a sedentary office position that requires the incumbent to operate computer equipment, speak, hear, bend, stoop, reach, lift, and move up to 25 lbs. Finger dexterity is necessary. Benefits & Perks Robust health insurance plans (Medical, Dental, Vision). 401(k) retirement plan with a 1 for 1 company match up to 5%. Paid parental leave and an associate assistance plan. Education assistance program. Up to $30,000 in adoption assistance. Up to three weeks of vacation annually, along with generous holiday, sick leave, and personal day policies. New hire referral bonus program and home purchase discounts. Company-sponsored training and development opportunities. For a complete overview of Lennar’s benefits, visit Lennartotalrewards.com. Lennar is an equal opportunity employer and complies with all applicable federal, state, and local fair employment practices laws. #J-18808-Ljbffr