Field Customer Care Representative

Job Description

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 our 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 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.

Your Responsibilities On The Team

• 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.
  
  
  

Your 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.

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 primarily a sedentary office position which requires the incumbent to have the ability to

operate computer equipment, speak, hear, bend, stoop, reach, lift, and move and carry up to 25

lbs. Finger dexterity is necessary.

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

#CB-CCQA

• 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:

We reasonably expect the base compensation offered for this position to range from an hourly rate of $32.96 - $37, 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.
  
  
  

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.