Customer Care Representative

Lennar•Englewood, CO

13h•Onsite

About The Position

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.

Requirements

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.

Responsibilities

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.