Customer Care Representative

Lennar•Englewood, CO

About The Position

The Customer Care Representative is a key 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 to service requests promptly and professionally through remote assessment, digital communication, and virtual technology. Clear, proactive communication with Homeowners, field teams, and Trade Partners supports timely issue resolution. The representative reviews documentation and case history before contacting Homeowners, guides them through troubleshooting and resolution steps, explains warranty coverage and self-help options, and maintains thorough case records. The role also determines the scope of warranty repairs, resolves minor issues remotely, coordinates further work with Trade Partners, follows up on repair completion and Homeowner satisfaction, and processes back charges and EPOs as needed. Participation in an after-hours on-call rotation and expediting emergency repairs may be required as directed by management.

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 analyze problems, determine solutions, and produce desired outcomes.
Intermediate to advanced PC skills, including Microsoft Word and Excel.
Professional attitude and ability to represent the company positively.

Nice To Haves

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

Responsibilities

Respond promptly and professionally to Homeowner service requests after reviewing relevant documentation, homesite information, and case history.
Use remote assistance tools to guide Homeowners through troubleshooting, investigation, and resolution.
Explain warranty coverage, out-of-warranty items, and self-help solutions.
Document findings, pertinent documents, photos, and correspondence using provided technology.
Determine warranty repair scope, troubleshoot and resolve minor issues remotely, and coordinate additional work with Trade Partners.
Ensure repairs are completed and Homeowners are satisfied through knowledgeable, friendly, and proactive support.
Provide support in accordance with Lennar’s warranty policies and quality standards.
Process back charges and EPOs to support prompt Trade Partner payment.
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.