Virtual Customer Care Representative

Job Description

It's fun to work in a company where people truly BELIEVE in what they are doing!

We're committed to bringing passion and customer focus to the business.

Welcome Home! Build your career with Lennar:

As one of the nation’s largest builders, Lennar has built over one million new homes for families across America. Since 1954, our communities have catered to all lifestyles and family dynamics, whether you are a first-time or move-up buyer, multigenerational family, or active adult.

At Lennar, Everything’s Included in our homes, and Everyone’s Included on our team. Our Everyone’s Included vision is to be as inclusive and diverse as the communities we build unleashing the power of diversity within our workforce to drive innovation & sustainable growth.

Lennar's Core Values:

Our commitment to Quality, Value, and Integrity is the underlying foundation upon which Lennar was built, and these three fundamental principles still guide us in caring for our customers, associates, trade partners, shareholders, and community.

Virtual Customer Care Representative Summary:

The Virtual Customer Care Representative will be a key member of the Customer Care Team, which is responsible for providing warranty and service to our Homeowners. This role will play a key role in driving Customer Satisfaction by ensuring a timely and thorough response to Homeowner requests. The Virtual Customer Care Representative will focus on assessing, diagnosing and in some cases resolving or scheduling Homeowner service requests remotely through the use of virtual technology. Detailed and accurate communication of findings with the filed team will be paramount in resolving requests.

Essential Duties and Responsibilities:

• Schedule and supervise trade partner repairs in homes after delivery to homeowner.
• Schedule inspections with homeowners, assess routine warranty claims and follow through to completion all service requests within seven (7) days.
• Provide accurate and timely information to Customer Care Manager on progress and scopes of work. Maintain positive homeowner relations, provide homeowner with knowledgeable, timely and professional service.
• Evaluate trade partner and product performance.
• Provide ongoing information to Customer Service Manager as it relates to quality of workmanship and materials.
• Work with Customer Service Manager on special projects as needed.
• Participate and attend department meetings.
• Keep accurate service request logs and documentation of all work performed.
• Perform all other duties as assigned.
  
  
  

Education and Additional Requirements:

• One (1) year of residential, customer care or construction field preferred
• High school diploma or GED preferred, but will accept equivalent work experience
• Maintain regular attendance and punctuality relative to daily work schedule is required
• Intermediate to advanced computer skills with Microsoft Office, but specifically Microsoft Word and Excel
• Excellent communication skills, verbal and written
• Strong organizational and interpersonal skills
• Must be able to deal effectively with confrontational situations and maintain objectivity in public relations
• Detail oriented, works well under pressure, capable of handling multiple tasks with simultaneous deadlines
• Follow directions from a supervisor
• Understand and follow work rules and procedures
• Accept constructive feedback
• Team player
  
  
  

Physical Requirements:

This is primarily a sedentary office position which requires the ability to occasionally bend, stoop, reach, lift, move and carry office supplies and materials weighing 25 pounds or less. Finger dexterity required to operate a computer keyboard, calculator and telephone equipment.

FLSA Status: Non‑exempt

Life at Lennar:

Lennar recognizes our associates are the heart of the company’s success. Learn new skills, build your path, and become an integral part of the Lennar Family.

Lennar associates will be eligible for many benefits in accordance with Lennar’s policies and applicable plan terms, including:

• Health Insurance - Medical, Dental & Vision
• Vacation – up to 3 weeks of vacation per year upon hire
• Holidays, Sick Leave, & Personal Days
• 401(k) Savings Plan with company match
• Paid Maternity & Bonding Leave
• New Hire Referral Bonus Program
• Home Purchase Discount for Associates
• Associate Assistance Plan
• Everyone’s Included Day
• Student Debt Repayment Program
• This information is intended to be a general overview and may be modified by the Company due to factors affecting the business.
  
  
  

Lennar is an equal opportunity employer and complies with all applicable federal, state, and local fair employment practices laws.

If you like wild growth and working with happy, enthusiastic over-achievers, you'll enjoy your career with us!

Lennar is an equal opportunity employer and complies with all applicable federal, state, and local fair employment practices laws.