Senior Customer Care Representative

Welcome Home! Build your career with Lennar:

As one of the nation’s largest builders, Lennar has built over one million new homes for families across America. Since 1954, our communities have catered to all lifestyles and family dynamics, whether you are a first-time or move-up buyer, multigenerational family, or active adult.

At Lennar, Everything’s Included in our homes, and Everyone’s Included on our team. Our Everyone’s Included vision is to be as inclusive and diverse as the communities we build unleashing the power of diversity within our workforce to drive innovation & sustainable growth.

Lennar's Core Values:

Our commitment to Quality, Value, and Integrity is the underlying foundation upon which Lennar was built, and these three fundamental principles still guide us in caring for our customers, associates, trade partners, shareholders, and community.

• Pre-walk homesites to provide punch list to Construction Manager prior to celebration; provide quality control for finished product.
• Conduct Homeowner Celebrations, on an as needed basis in other communities as directed by Department Manager.
• Mentor new Customer Care Representatives in master plan communities through a continual training program; including but not limited to use of CRM, Build Pro, Box, Docusign, Pro Core, construction cross training, building practices, Total Lennar Care, New Home Orientation, Review and Acceptance and basic Customer Care daily functions.
• Help new Customer Care Representatives with challenging homeowners and situations that may take a lot of time away from their daily activities.
• Schedule and supervise trade partner repairs in homes after delivery to homeowner.
• Schedule Total Lennar Care inspections with homeowners, assess routine warranty claims and follow through to completion of service requests when needed.
• Provide accurate and timely information to Department Manager as it relates to quality of workmanship and repairs.
• Become a multifamily expert with a focus mass building completions and deliveries, elevators, waterproofing and technology systems.
• Maintain positive homeowner relations; provide homeowner with knowledgeable, timely and professional service.
• Evaluate trade partner and product performance. Provide ongoing information to Department Manager as it relates to quality of workmanship and details.
• Participate in emergency on call rotation service schedule. The on call rotation starts at 5PM and through 7AM of the next business day during a Friday to Friday on call period. Associate will be on call approximately 5 times per year. Associate will receive the first call. The manager will be on call as back up to provide the associate assistance if they unable to respond to an event.
• Build and maintain trade partner and Lennar departmental relations.
• Participate and attend department and team meetings.
• Participate and lead customer care safety and trade meetings at master plan communities.
• Provide input and share customer care best practice processes and cost saving strategies.
• Keep accurate service request logs and documentation of all work performed.
• Perform all other duties as assigned.

• Three (3) years of experience in customer care and or vertical construction the field
• Excellent communication skills (verbal and written)
• Strong organizational and interpersonal skills
• Must be able to deal effectively with confrontational situations and maintain objectivity in public relations
• Detail oriented
• Works well under pressure
• Capable of handling multiple tasks with simultaneous deadlines
• Valid, unrestricted Motor Vehicle License
• Follow directions from a supervisor
• Interact well with co-workers
• Understand and follow work rules and procedures
• Accept constructive feedback
• Team player and a leader

Physical Requirements:

Life at Lennar:

Lennar recognizes our associates are the heart of the company’s success. Learn new skills, build your path, and become an integral part of the Lennar Family. Lennar associates will be eligible for many benefits in accordance with Lennar’s policies and applicable plan terms, including:

• Health Insurance - Medical, Dental & Vision
• Vacation – up to 3 weeks of vacation per year upon hire
• Holidays, Sick Leave, & Personal Days
• 401(k) Savings Plan with company match
• Paid Maternity & Bonding Leave
• New Hire Referral Bonus Program
• Home Purchase Discount for Associates
• Associate Assistance Plan
• Everyone’s Included Day
• This information is intended to be a general overview and may be modified by the Company due to factors affecting the business.

General Overview of Compensation & Benefits:

• This position may be eligible for performance-based bonuses as determined in the Company’s sole discretion.
• This position will be eligible for the described benefits listed in the above section.
• This information is intended to be a general overview and may be modified by the Company due to factors affecting the business.