SR. CUSTOMER CARE REPRESENTATIVE

Overview :

Welcome Home! Build your career with Lennar :

As one of the nations 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, Everythings Included in our homes, and Everyones Included on our team. Our Everyones 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.

Sr. Customer Care Representative Summary :

Provide consistency through evaluating all aspects of the home buying and home building processes from the TDH Experience through and with emphasis on construction quality, customer care, customer communication and inter-department communication, procedures and training.

Responsibilities :

• Pre-walk home sites to provide punch list to construction manager prior to celebration; provide quality control for finished product.
• Management may assign an area to senior as a customer care representative depending on work load.
• Mentor new hire associates in master plan communities through a continual training program; including but not limited to use of CRM, Build Pro, Docusign, construction cross training, building practices, TLCs, New Home orientation, review and basic customer care daily functions.
• Help new hires with challenging home owners and situations that may take a lot of time away from their daily activities.
• Conduct Homeowner Celebrations, on an as needed basis in other communities as directed by Director of Customer Care.
• Schedule and supervise trade partner repairs in homes after delivery to home owner.
• Schedule TLC 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.
• Maintain positive homeowner relations; provide homeowner with knowledgeable, timely and professional service.
• Evaluate trade partner and product performance. Provide ongoing information to Director of Customer Care as it relates to quality of workmanship and details.
• Build and maintain trade and Lennar departmental relations.
• Work with Director of Customer Care on special projects as needed; Legal dismissal process. Solicit and meet with litigants in their respective areas.

Evaluate construction defects vs homeowner maintenance. Negotiate an acceptable scope of work in exchange for the customer removing themselves from lawsuits.

• Participate and attend department meetings as requested.
• Issue purchase orders and investigate repairs for any back charges, train other reps.
• Supervise scheduling of trade partners repairs in homes after delivery to homeowner.
• Keep accurate service request logs and documentation of all work performed.
• Perform all other duties as assigned.

Qualifications :

• Seven (7) years of homebuilding and / or similar customer service experience preferred
• High school diploma or GED required, but will accept equivalent work experience
• Valid drivers license
• 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
• Maintain regular attendance and punctuality relative to daily work schedule is required
• Must be able to work a flexible work schedule, which includes on-call work
• Follow directions from a supervisor
• Understand and follow work rules and procedures
• Accept constructive feedback
• Team player

Physical Requirements :

This is a field position, which requires the ability to bend, stoop, lift, move and carry field materials weighing 50 pounds or less.

Must be able to climb stairs and ladders, do physical inspection of attics, crawl spaces, roofs, etc. Ability to operate a motor vehicle.

Manual dexterity is needed in order to effect repairs.

FLSA Status : Non-Exempt

Life at Lennar!

Lennar recognizes our associates are the heart of the companys 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 Lennars 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
• Everyones Included Day
• Student Debt Repayment Program
• 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 :

T We reasonably expect the base compensation offered for this position to range from $24-39 / hr, subject to adjustment based on business-related factors such as employee qualifications, geographic pay differentials, and operational considerations.

This position may be eligible for performance-based bonuses as determined in the Companys sole discretion.

• This position may be eligible for performance-based bonuses as determined in the Companys 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.

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

LI-DL1

Type : Regular Full-Time

Regular Full-Time