Homebuyer Concierge

Lennar•San Antonio, TX

3d•Hybrid

About The Position

The Homebuyer Concierge (HBC) role is designed to deliver a high-touch, warm, and proactive homebuying experience from the Purchase Agreement through Closing. Serving as the single point of contact throughout the construction and closing journey, this role acts as the primary liaison between the Homebuyer and the builder, which is critical to driving satisfaction, operational accuracy, and seamless communication. The HBC is responsible for managing closing and walkthrough schedules while setting clear expectations that align with Lennar’s processes and policies. Ultimately, the Concierge delivers polished, professional, and consistent customer experience that mirrors the quality of Lennar homes.

Requirements

High School diploma or GED required
At least one year of experience supporting a real estate sales team preferred.
Proven ability to deliver high‑quality customer service in a fast‑paced, high‑volume environment.
Flexibility to work varying hours, including occasional attendance on site with homeowners or off‑site events.
Strong organizational and time‑management skills, with the ability to communicate effectively and navigate real estate and residential construction processes.
Ability to assess issues, identify solutions, and manage multiple priorities.
Proficiency in Microsoft Word, Excel, and CRM platforms.
Proficiency in using digital communication tools and AI-augmented software (including automated transcription and summarization) to streamline documentation and manage the customer journey.
Hold or obtain a valid Real Estate License where such licensing is a regulatory requirement.

Nice To Haves

bachelor’s degree preferred.

Responsibilities

Act as the primary, "customer-first" point of contact, providing warm and consistent updates via multiple means of communication.
Educate buyers on mortgage, title, closing journey and construction expectations to ensure a seamless experience.
Conduct regular check-ins to provide progress updates, resolve concerns, and celebrate key milestones through closing day.
Maintain 100% accuracy for all customer interactions, closing dates, and documentation using the appropriate CRM software.
Generate and execute all post-agreement addenda and verify all requirements are met to ensure on-time closings.
Guide homebuyers to download and utilize the Lennar App as the primary hub for their closing journey. Leverage the Lennar App to optimize the homebuyer experience.
Coordinate communication between Homebuyers and internal partners (Construction, Mortgage, Title, and Sales). Communicating with external partners as needed to facilitate a timely closing.
Independently manage complex issues, including appraisal challenges (Tidewater/ROV), loan denials, and scheduling conflicts.
Participate in weekly backlog meetings to audit home statuses and proactively mitigate potential closing delays.