Customer Care Representative

Customer Care Representative Overview Lennar is one of the nation’s leading homebuilders, dedicated to creating an extraordinary experience for homeowners, communities, and associates. 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 focused 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, effective issue resolution. Responsibilities Professionally and promptly handle requests by contacting the homeowner after reviewing documentation, homesite and case history. Use remote assistance tools to 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 documents, photos and correspondence, using provided technology. 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. 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 or GED required. Excellent verbal and written communication skills. Prior customer service experience required, preferably with a homebuilder. Good organizational and time‑management skills, and understanding of technical aspects of residential construction. Availability to work flexible hours, including evenings, weekends, and holidays. Ability 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. Physical & Office/Site Presence Requirements This is primarily a sedentary office position. The incumbent must be able to operate computer equipment, speak, hear, bend, stoop, reach, lift, and move, and carry up to 25lb. Finger dexterity is necessary. Equal Opportunity Employer Lennar is an equal opportunity employer and complies with all applicable federal, state, and local fair employment practices laws. Benefits Robust health insurance plans (Medical, Dental, Vision). 401(k) retirement plan with a 1for1 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 plus generous holiday, sick leave and personal day policies. New hire referral bonus, home purchase discounts, and unique company events. #J-18808-Ljbffr