Customer Care Representative

Lennar•Englewood, CO

6d•$21 - $28

About The Position

The Customer Care Representative is a member of Lennar’s Customer Care Team, providing warranty and service support to Homeowners through digital channels. The role focuses on improving customer satisfaction by responding quickly and professionally to service requests using remote assessment, digital communication, and virtual technology. The representative communicates proactively with Homeowners, field teams, and Trade Partners to support timely issue resolution. This is primarily a sedentary office position. Duties and responsibilities may change at any time, and this description is not a comprehensive list of all duties.

Requirements

High school diploma or GED required.
Prior customer service experience required.
Excellent verbal and written communication skills.
Good organizational and time-management skills.
Understanding of technical aspects of residential construction.
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.
Ability to operate computer equipment, speak, hear, bend, stoop, reach, lift, and move and carry up to 25 lbs.; finger dexterity is necessary.

Nice To Haves

Construction experience highly preferred.
Customer service experience with a homebuilder preferred.

Responsibilities

Review documentation, homesite information, and case history, then contact Homeowners promptly and professionally about their requests.
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, troubleshoot and resolve minor issues remotely, and coordinate further action with Trade Partners.
Follow up to help 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 address Trade Partner scheduling, communication, or payment issues.
Participate in an after-hours on-call rotation and expedite emergency repairs as directed by management.
Perform additional duties as assigned to support the division.