Field Customer Care Representative

Job Description

Job Description

Field Customer Care Representative

We are Lennar  

Lennar is one of the nation's leading homebuilders, dedicated to making an impact and creating an extraordinary experience for their Homeowners, Communities, and Associates by building quality homes and providing exceptional customer service, giving back to the communities in which we work and live in, and fostering a culture of opportunity and growth for our Associates throughout their career. Lennar has been recognized as a Fortune 500® company and consistently ranked among the top homebuilders in the United States.

A Career that Empowers You to Build Your Future

The Field Customer Care Representative is a key member of the Lennar Customer Care Team, providing warranty and service support to Homeowners through hands-on evaluation and resolution of warranty concerns. This role focuses on in-field assessments, homesite visits, rigorous investigation of potential warranty issues, and managing complex, multi-trade cases that demand strong construction knowledge. Clear and proactive communication with Homeowners, Customer Care Teams, and Trade Partners is essential for timely and effective issue resolution.

Your Responsibilities on the Team 

• Conduct on-site inspections and homesite visits to evaluate homeowner concerns and verify warranty coverage.

• Investigate potential warranty issues, identify root causes, and determine corrective actions aligned with Lennar standards.

• Manage complex cases that require coordinating multiple trades, scheduling, and materials to achieve timely resolution.

• Communicate proactively and professionally with homeowners, trade partners, and internal teams.

• Proactively remedy any trade partner scheduling, communication, or payment related issues.

• Document findings, photos, and communications thoroughly in the appropriate CRM system for accurate case tracking and transparency.

• Prepare detailed scopes of work and oversee execution to meet quality and safety expectations.

• Troubleshoot and resolve minor construction issues on-site when feasible.

• Ensure compliance with Lennar’s warranty policies, building codes, and best practices during all evaluations.

• Maintain knowledge of community details, HOA guidelines, and local regulations relevant to homeowner concerns.

• Assist with New Home Celebrations, New Home Acceptance, and other assigned customer touchpoints.

• Participate in after-hours on-call rotation and expedite emergency repairs via virtual means as needed.

• Perform additional duties as assigned to support the overall success of the division.

Your Toolbox

• Minimum High School or GED required; technical or construction training preferred.

• 2+ years of experience in residential construction, warranty service, or customer care with a homebuilder.

• Strong understanding of construction methods, building systems, and technical problem-solving.

• Must possess good organizational and time-management skills, communicate effectively, and understand technical aspects of residential construction.

• Ability to analyze issues, develop solutions, and manage multiple priorities effectively.

• Proficiency in Microsoft Word, Excel, and CRM platforms.

• Ability to work flexible hours and travel regularly to homesites.

• Excellent verbal and written communication skills.

• 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 role includes regular homesite visits and requires the ability to walk uneven terrain, bend, stoop, lift up to 25 lbs., and use mobile technology in the field.

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.

Lennar is an equal opportunity employer and complies with all applicable federal, state, and local fair employment practices laws.

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Life at Lennar

At Lennar, we are committed to fostering a supportive and enriching environment for our Associates, offering a comprehensive array of benefits designed to enhance their well-being and professional growth. Our Associates have access to robust health insurance plans, including Medical, Dental, and Vision coverage, ensuring their health needs are well taken care of. Our 401(k) Retirement Plan, complete with a $1 for $1 Company Match up to 5%, helps secure their financial future, while Paid Parental Leave and an Associate Assistance Plan provide essential support during life's critical moments. To further support our Associates, we provide an Education Assistance Program and up to $30,000 in Adoption Assistance, underscoring our commitment to their diverse needs and aspirations. From the moment of hire, they can enjoy up to three weeks of vacation annually, alongside generous Holiday, Sick Leave, and Personal Day policies. Additionally, we offer a New Hire Referral Bonus Program, significant Home Purchase Discounts, and unique opportunities such as the Everyone’s Included Day. At Lennar, we believe in investing in our Associates, empowering them to thrive both personally and professionally. Lennar Associates will have access to these benefits as outlined by Lennar’s policies and applicable plan terms. Visit Lennartotalrewards.com to view our suite of benefits.

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Lennar is an equal opportunity employer and complies with all applicable federal, state, and local fair employment practices laws.