Homebuyer Concierge

Homebuyer Concierge

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 Homebuyer Concierge (HBC) role is designed to deliver a high-touch, warm, and proactive homebuying experience from the Purchase Agreement through Closing. Serving as the single point of contact throughout the construction and closing journey, this role acts as the primary liaison between the Homebuyer and the builder, which is critical to driving satisfaction, operational accuracy, and seamless communication. The HBC is responsible for managing closing and walkthrough schedules while setting clear expectations that align with Lennar's processes and policies. Ultimately, the Concierge delivers polished, professional, and consistent customer experience that mirrors the quality of Lennar homes.

Your Responsibilities on the Team:

• Customer Relationship & Communication
• Proactive Engagement: Act as the primary, "customer-first" point of contact, providing warm and consistent updates via multiple means of communication.
• Expectation Management: Educate buyers on mortgage, title, closing journey and construction expectations to ensure a seamless experience.
• Milestone Ownership: Conduct regular check-ins to provide progress updates, resolve concerns, and celebrate key milestones through closing day.
• Operations & Systems Management
• Data Integrity: Maintain 100% accuracy for all customer interactions, closing dates, and documentation using the appropriate CRM software.
• Contract Administration: Generate and execute all post-agreement addenda and verify all requirements are met to ensure on-time closings.
• Tech Onboarding: Guide homebuyers to download and utilize the Lennar App as the primary hub for their closing journey. Leverage the Lennar App to optimize the homebuyer experience.
• Cross-Functional Coordination
• Central Liaison: Coordinate communication between Homebuyers and internal partners (Construction, Mortgage, Title, and Sales). Communicating with external partners as needed to facilitate a timely closing.
• Problem Resolution: Independently manage complex issues, including appraisal challenges (Tidewater/ROV), loan denials, and scheduling conflicts.
• Project Tracking: Participate in weekly backlog meetings to audit home statuses and proactively mitigate potential closing delays.

Your Toolbox:

• High School diploma or GED required; bachelor's degree preferred.
• At least one year of experience supporting a real estate sales team preferred.
• Proven ability to deliver high?quality customer service in a fast?paced, high?volume environment.
• Flexibility to work varying hours, including occasional attendance on site with homeowners or off?site events.
• Strong organizational and time?management skills, with the ability to communicate effectively and navigate real estate and residential construction processes.
• Ability to assess issues, identify solutions, and manage multiple priorities.
• Proficiency in Microsoft Word, Excel, and CRM platforms.
• Proficiency in using digital communication tools and AI-augmented software (including automated transcription and summarization) to streamline documentation and manage the customer journey.
• Hold or obtain a valid Real Estate License where such licensing is a regulatory requirement.

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 a primarily sedentary office position which requires the ability to occasionally bend, stoop, reach, lift, move and carry office supplies and materials weighing at least 25 pounds or less. Finger dexterity is required to operate computer keyboard, calculator, and telephone equipment. May operate a motor vehicle.

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.