Customer Care Representative

LAM Lennar Associates Mgmt LLC; Charlotte (NC); On-site; USD 36,000 - 48,000; Full time

Benefits offered by this job

Health insurance

401(k) with company match

Parental leave

Adoption assistance

Vacation and leave

Job summary

Lennar is seeking a Customer Care Representative to provide warranty and service support to Homeowners via digital channels. The role emphasizes fast, professional responses, remote troubleshooting, and collaboration with field teams and Trade Partners to resolve issues.

The position requires strong communication, organizational skills, and a willingness to work flexible hours, including evenings and weekends, to support homeowner satisfaction.

Qualifications

• Minimum High School or GED required.
• Excellent verbal and written communication skills.
• Prior customer service experience, preferably with a homebuilder.
• Good organizational and time-management skills.
• Availability to work flexible hours, including evenings, weekends, and holidays.
• Intermediate to advanced PC skills (Word and Excel).

Responsibilities

• Handle homeowner requests promptly after reviewing documentation, homesite, and case history.
• Use remote assistance tools to guide homeowners through troubleshooting.
• Document and maintain findings and correspondence for case records.
• Determine scope of work for warranty repairs and coordinate with Trade Partners.
• Ensure repairs are completed with customer satisfaction.
• Support Lennar warranty policies and quality standards.
• Process back charges and EPOs to ensure timely payment to Trade Partners.

Skills

Customer service

Communication

Time management

Organizational skills

Problem solving

Education

High school diploma/GED

Tools

Microsoft Word

Excel

Job description

Customer Care Representative

Lennar Lennar is one of the nation's leading homebuilders, dedicated to making an impact and creating an extraordinary experience for our Homeowners, Communities, and Associates by building quality homes and providing exceptional customer service, giving back to the communities in which we work and live in, and fostering a culture of opportunity and growth for our Associates throughout their career. Lennar has been recognized as a Fortune 500® company and consistently ranked among the top homebuilders in the United States.

A Career that Empowers You to Build Your Future 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.

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.

Your Toolbox

• 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.

Contacts Daily interaction with various division personnel, outside agencies, business partners, consultants and homeowners. Regular contact with the public. Frequent external contacts where matters discussed require resourcefulness, patience, clarity and tact.

Physical & Office/Site Presence Requirements

This is primarily a sedentary office position which requires the incumbent to have the ability to operate computer equipment, speak, hear, bend, stoop, reach, lift, and move and carry up to 25 lbs. Finger dexterity is necessary.

This description outlines the basic responsibilities and requirements for the position noted. This is not a comprehensive listing of all job duties of the Associates. Duties, responsibilities, and activities may change at any time with or without notice. Lennar is an equal opportunity employer and complies with all applicable federal, state, and local fair employment practices laws.

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

Life at Lennar

• Our Associates have access to robust health insurance plans, including Medical, Dental, and Vision coverage, ensuring their health needs are well taken care of.
• Our 401(k) Retirement Plan, complete with a $1 for $1 Company Match up to 5%, helps secure their financial future.
• Paid Parental Leave and an Associate Assistance Plan provide essential support during life's critical moments.
• Education Assistance Program and up to $30,000 in Adoption Assistance, underscoring our commitment to their diverse needs and aspirations.
• Up to three weeks of vacation annually, alongside generous Holiday, Sick Leave, and Personal Day policies.
• New Hire Referral Bonus Program, significant Home Purchase Discounts, and unique opportunities such as the Everyone's Included Day.

Visit Lennartotalrewards.com to view our suite of benefits.

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

We're Always Looking Ahead

Want to work in an innovative environment that empowers you to explore your passions? At Lennar, we promote asking questions and working together to solve complex problems. It’s how we’ve become a leader in the homebuilding industry and why our Associates love working here. If you’re interested in helping people find their future homes and, in doing so, build a better future for themselves, then Lennar is the place for you.

Work Where Everyone's Included

We're committed to building and sustaining an inclusive culture where everyone has a seat at the table, and we're all on a first-name basis. This inclusive culture influences our hiring practices, the communities we serve and how we build better career experiences for all our Associates. It's why we created our Everyone's Included Advisory Council, and we'd love for you to be a part of our shared journey.

Join Our Talent Network

Welcome to the Lennar Community! We are tickled, delighted and happy that you've decided to join our Talent Community! We look forward to connecting about career opportunities at Lennar.