Field Customer Care Representative

Lennar•Santa Clarita, CA

17h•$36 - $41•Onsite

About The Position

The Field Customer Care Representative is a key member of the Lennar Customer Care Team, providing warranty and service support to Homeowners through hands-on evaluation and resolution of warranty concerns. This role focuses on in-field assessments, homesite visits, rigorous investigation of potential warranty issues, and managing complex, multi-trade cases that demand strong construction knowledge. Clear and proactive communication with Homeowners, Customer Care Teams, and Trade Partners is essential for timely and effective issue resolution.

Requirements

Minimum High School or GED required; technical or construction training preferred.
2+ years of experience in residential construction, warranty service, or customer care with a homebuilder.
Strong understanding of construction methods, building systems, and technical problem-solving.
Must possess good organizational and time-management skills, communicate effectively, and understand technical aspects of residential construction.
Ability to analyze issues, develop solutions, and manage multiple priorities effectively.
Proficiency in Microsoft Word, Excel, and CRM platforms.
Ability to work flexible hours and travel regularly to homesites.
Excellent verbal and written communication skills.
Must possess professional attitude to represent company in a positive manner.
This role includes regular homesite visits and requires the ability to walk uneven terrain, bend, stoop, lift up to 25 lbs., and use mobile technology in the field.

Responsibilities

Conduct on-site inspections and homesite visits to evaluate homeowner concerns and verify warranty coverage.
Investigate potential warranty issues, identify root causes, and determine corrective actions aligned with Lennar standards.
Manage complex cases that require coordinating multiple trades, scheduling, and materials to achieve timely resolution.
Communicate proactively and professionally with homeowners, trade partners, and internal teams.
Proactively remedy any trade partner scheduling, communication, or payment related issues.
Document findings, photos, and communications thoroughly in the appropriate CRM system for accurate case tracking and transparency.
Prepare detailed scopes of work and oversee execution to meet quality and safety expectations.
Troubleshoot and resolve minor construction issues on-site when feasible.
Ensure compliance with Lennar’s warranty policies, building codes, and best practices during all evaluations.
Maintain knowledge of community details, HOA guidelines, and local regulations relevant to homeowner concerns.
Assist with New Home Celebrations, New Home Acceptance, and other assigned customer touchpoints.
Participate in after-hours on-call rotation and expedite emergency repairs via virtual means.
Perform additional duties as assigned to support the overall success of the division.