Customer Care Representative

Customer Care Representative We are Lennar. Lennar is one of the nation's leading homebuilders, dedicated to creating an extraordinary experience for our homeowners, communities, and associates by building quality homes and providing exceptional customer service. Overview 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. 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 & 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. Availability to work flexible hours based on business needs, including evenings, weekends, and holidays. 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. Daily Interaction 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 Regular, in-person attendance at company communities/job sites and offices during regular work hours is an essential function of this job. Requires the ability to work more than eight hours per day in the confined quarters of a construction trailer, the ability to operate a motor vehicle, read plans, climb stairs and ladders, bend, stoop, reach, lift, move and/or carry equipment which may be in excess of 50 pounds. Job may require occasional operation of construction equipment. Finger dexterity may be required to operate a computer keyboard and calculator. Employment Information 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. During the course of your employment, you may be required to use, download, or access certain company-approved tools, programs, applications, or systems. These resources may include, but are not limited to, applications designed for customer engagement, operational efficiency, data analysis, artificial intelligence (AI) tools, and other business functions. Compensation & Benefits We reasonably expect the base compensation offered for this position to range from an hourly rate of $33.80 - $38, subject to adjustment based on business-related factors such as employee qualifications, geographic pay differentials (e.g., cost of labor/living, etc.), and operational considerations. 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. Equal Opportunity Employer Lennar is an equal opportunity employer and complies with all applicable federal, state, and local fair employment practices laws. #J-18808-Ljbffr