Customer Care Area Manager

Lennar•Schaumburg, IL

10d•$65,007 - $120,395•Onsite

About The Position

We are Lennar, one of the nation's leading homebuilders, dedicated to making an impact and creating an extraordinary experience for our Homeowners, Communities, and Associates. We build quality homes, provide exceptional customer service, give back to the communities in which we work and live, and foster a culture of opportunity and growth for our Associates. Lennar has been recognized as a Fortune 500® company and consistently ranked among the top homebuilders in the United States. The Customer Care Area Manager will manage complex customer care claims regarding structural deficiencies that require high-level project management. This role manages all aspects of the claim from initial investigation through completion, including bid negotiations, attorney contacts, and full schedule control through the project life. This is a career with purpose, built on making dreams come true, building zero-defect homes, cost management, and adherence to schedules.

Requirements

Comprehensive understanding of building codes and industry-standard building practices.
At least 5 years of experience in Project Management, preferably in construction.
At least 5 years of experience in Customer Service, preferably with a homebuilder.
Proficiency in reading and interpreting blueprints and engineering reports.
Extensive knowledge of carpentry, structural design, engineered wood products, and failure analysis.
Valid driver’s license, a clean driving record, and valid auto insurance required.
Intermediate to advanced PC skills, including Microsoft Office Applications and Excel.
Excellent verbal and written communication skills.
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.
Finger dexterity may be required to operate a computer keyboard and calculator.

Nice To Haves

College degree preferred.

Responsibilities

Initiate contact with customers and set expectations for large-scale repairs.
Serve as point of contact for customers throughout the repair project.
Manage customer expectations and, when needed, coordinate their departure and return to their home.
Collaborate with company attorneys for releases and claim filings against responsible vendors.
Solicit and review vendor bids for repairs and recommend vendors to Division leadership.
Create and maintain a schedule and financial log for repair costs and customer expenses/per diem.
Review and approve all costs associated with each repair project.
Oversee vendors to ensure quality work is completed on time.
Understand each trade partner's scope of work and ensure that completed work meets standards before approving payment.
Occasionally audit the tasks of a customer care representative during and/or after new home orientation.
Occasionally oversee a new home orientation while in progress to ensure performance standard of a customer care representative or quality assurance manager is being met.
Ensure successful delivery of repairs within the agreed schedule and budget.
Maintain positive relations with homeowners, providing timely and professional responses to inquiries and resolving issues through personal involvement, including on-site visits.
Provide regular updates on project status to Division executive leaders.