Customer Care Representative

Lennar•Charlotte, NC

10d

About The Position

The Customer Care Representative is a member of Lennar’s Customer Care Team who provides warranty and service support to Homeowners through digital channels. The role enhances customer satisfaction by responding promptly and professionally to service requests using remote assessment, digital communication, and virtual technology. Clear, proactive communication with Homeowners, field teams, and Trade Partners is important to resolving issues effectively and on time. This position reviews service request documentation and case history, guides Homeowners through troubleshooting and resolution, explains warranty coverage and self-help options, and documents findings using provided technology. The Representative determines repair scope, resolves minor issues remotely, coordinates further work with Trade Partners, and follows up to confirm repairs are completed and Homeowners are satisfied. The role also supports Trade Partner scheduling and payment matters, processes back charges and EPOs as needed, and participates in an after-hours on-call rotation for emergency repairs.

Requirements

Minimum high school diploma or GED.
Excellent verbal and written communication skills.
Prior customer service experience.
Good organizational and time-management skills.
Understanding of technical aspects of residential construction.
Ability to work flexible hours based on business needs, including evenings, weekends, and holidays.
Ability to analyze problems, determine solutions, and achieve desired outcomes.
Intermediate to advanced PC skills, including Microsoft Word and Excel.
Professional attitude and ability to represent the company positively.

Nice To Haves

Customer service experience with a homebuilder.

Responsibilities

Promptly contact Homeowners after reviewing their submitted documentation, homesite information, and case history.
Use remote assistance tools to guide Homeowners through troubleshooting, investigation, and resolution steps.
Explain warranty coverage, out-of-warranty items, and self-help solutions.
Document findings, relevant documents, photos, and correspondence using provided technology.
Determine the scope of work for warranty repairs and troubleshoot and resolve minor issues remotely.
Coordinate further action with Trade Partners.
Follow up to ensure repairs are completed and Homeowners are satisfied.
Provide support in accordance with Lennar’s warranty policies and quality standards.
Process back charges and EPOs to support prompt payment of Trade Partners as needed.
Proactively resolve Trade Partner scheduling, communication, or payment issues.
Participate in the after-hours on-call rotation and expedite emergency repairs as directed by management.
Perform additional duties as assigned to support the division.